5 Considerations for CIOs to Select the Right Digital Experience Strategy

Debra Morgan, Marketing Tech Outlook | Thursday, May 27, 2021

CIOs are looking towards taking initiatives to invest in the best digital experience technology, and this quick guide is sure to help.   

FREMONT, CA: Different industries and organizations are recognizing the benefits of digital platforms such as mobile applications, websites, wearable devices or smart watches, and many more. The adoption of digital platforms allows organizations to connect, create, and deliver multi-channel digital experiences. The increase in digital expectations of customers and the adoption of digital devices drive the growth of digital experience across industries. CIOs are continually exploring solutions to build a seamless and connected digital experience modules, which can effectively address the ever-evolving business needs. Here are a few things for CIOs to consider.    

1. Prioritization of Technology Investment

Boosting the investments on latest technology solutions can help organizations stay updated with the ever-changing trends and customer demands. CIOs must plan strategic investments in necessary digital experience offerings at their organization-level. The right investment in technology trends can help organizations take advantage of customers' behavioral insights and understand the need for digital maturity. The digital age CIOs are looking for emerging technologies to implement effective digital practices in organizations. Digital methods, like remote access to emails, files, and information through a commonly shared platform, can boost the organizational communication channel in real-time. Investing in such type of technology can increase the work efficiency and revenue values as well. 

2. Digital Training Programs

Encouraging the workforce to participate in digital training programs offers opportunities for employees to work more effectively in the new digital work system. The interactive solutions through digital platforms enhance the abilities of employees to collaborate and work in teams for task completion, product development and solve work challenges. Digital learning allows the workforce to connect with different department of their organization, gain expert opinions in subject matters, and share innovative business ideas. Online training programs let the employees track their responsibilities and tasks in the easy-to-manage platform. A digital training program can update employees with feedback on their latest training sessions, which motivates employees to perform better.

3. Aligning Digital Experience

Precise digital alignment in an organization can help CIOs seize evolving profitable opportunities and identify emerging business threats. Digital transformation in an organization demands a paradigm shift in terms of an organization’s work culture, values, and working strategies. CIOs of successful enterprises ensure to upgrade technology and strategically align the digital experience platforms. An effective strategy like aligning company’s goals with the specific timeline can make the organizations more customer-centric and define clear digital marketing strategy, KPIs, and timelines.

4. Driving Customer-Centric Strategy

Digital experiences heighten competition in organizations to drive customer-centricity. Customer-centricity offers excellent customer services and expertise, from the process of purchasing to the post-purchase implications. The customer-centric strategy combines the benefits of understanding the customer, designing the experience, empowering the front line, setting the necessary metric, and implementing feedback-driven improvements. CIOs can use customer data to understand purchase behavior, interests, and engagement, allowing CIOs to identify opportunities and create customized products and services. Customer-centric organization leaders understand what customers want and use customer data to capture insights and improvise offerings. The practice of developing customer-centric strategies allows businesses to analyze, plan, and implement carefully designed customer-centric metrics.

5. Predictive Customer Analytics  

Implementing intelligent technology can help organizations access personalized and predictive customer analytics. The algorithmic approach of predictive customer analytics offers strategic decision-making ability with business intelligence, data analytics, and machine learning. Technologies such as AI and machine learning assist in developing self-service predictive customer and hyper-personalized experiences. Predictive analytical techniques allow organizations to cover customer-based behavior, interactions, and attitudinal responses. Predictive analytics not only supports the domains of sales and marketing but also helps the companies stay protected against fraud or other illegal activities. The advanced analytics technology enables the generation of the accurate data model to frame additional sales and identify micro-segments of customers.

Technology for digital experience offers numerous opportunities for businesses to enhance their market performance. With the essence of digital experience solutions, CIOs can identify critical touchpoints of the enterprises and construct effective strategies for further growth. Digital platforms like portals for content aggregations, analytical tools to track, CMS platforms for content management, and campaign management tools offer an integrated approach that paves towards developing a responsive work culture in organizations. Digital experience with integrated technology draws actionable insights and adds value to the business by offering opportunities to work on consistent, accurate, and updated information. Technology increases sales to push business productivity with flexible digital platforms through Application Programming Interfaces (APIs). The integrated dashboards personalized for every department in an organization automatically represent a 360-degree view of customer data and activities through a digital interface. The all-around view of customers leads to better customer engagement, ensures higher retention, and increases customer loyalty. Digital experience technology helps integrate customer data, improve user experience and business-oriented data, to bring revolutionary transformation in an organization.   

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