By Dan Tynan, Workflow contributor
We are living in an increasingly digital world. According to Qualtrics, some 40% to 60% of most people’s interactions with companies—setting up new accounts, scheduling appointments, making purchases, or getting help—happen across the internet. As Gen Z gains in economic influence and purchasing power, those percentages are only going to grow over time.
Digital customer experience is the sum total of every interaction customers have with all of a business’s digital touchpoints. That includes websites, social media, mobile applications, email, instant messaging, live chat, online ads, community forums, and digital kiosks at brick-and-mortar locations.
This means that, increasingly, the majority of customer experience (CX) is digital. Companies that don’t adapt their CX strategy to this new reality will find themselves left behind.