The Connected Customer

As technology grows and customers gain power to play a bigger role in their shopping and purchasing experiences, businesses must also join in the digital transformation.

            According to Vala Afshar, chief digital evangelist at Salesforce, companies need to invest in a CRM (customer relationship management) platform to have a full, 360-degree view of their customers. Without understanding the evolving customer experience, companies won’t be able to stay connected to customers and compete. In today’s technology-driven world, especially as more companies adopt CRMs, the competitive landscape is defined by customer experience. Anything a company can do to improve that experience, including tapping into new technology resources, can make a huge difference to customers and profits.

            Vala narrowed it down to three keys brands can use in their digital transformations. The first is personalization—customers want a great experience that meets their needs and answers their questions. Similar to how technology like Spotify knows what music a customer likes, the future of business applications will involve other smart programs that can better understand the customers and create an accurate and personal experience based on their history and preferences. The second digital transformation key is immediacy. The growth of mobile has put everything at our fingertips and made customers demand everything quickly and accurately. Companies must take advantage of CRM technology to be able to monitor customer experience in nearly real time and to be accessible and helpful to customers at any moment on any channel. The third key is intelligence. According to Vala, artificial intelligence is the definitive technology for the 21st century, and we’re just at the beginning of realizing what it can do. Without accurate AI, brands can’t achieve mass personalization at scale.

            Digital transformations transition to the brick-and-mortar experience, as well. The lines between a company’s digital and on-site presence are blurring—what really matters to customers is that there is consistency in their experience. A customer should be able to have a very similar experience no matter if they are shopping in person or in store. To ensure that happens, companies should take advantage of digital opportunities within the store and the ability of many programs to unite a customer’s interactions in store and online.

            Each customer has a digital path they take on their journey to making a purchase or interacting with a company. Understanding that path is key to creating the ideal customer experience and competing on value and experience. By taking advantage of new CRM software and other digital resources, companies can transform the customer experience and take it to the next, forward-thinking level.