How Does Digital Transformation Improve Customer Experience?

Spencer Li
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Spencer Li: Smart Business Consultancy

Chapter Chapter 21 in The Palgrave Handbook of FinTech and Blockchain, 2021, pp 473-502 from Springer

Abstract: Abstract This chapter explains how disruptive innovation drives digital transformation. The Agile development delivers a minimum viable product (MVP) with a higher chance of success. The recent research concludes that good end-to-end customer journeys generate business results better than touchpoints. Customer journey mapping is the center of all consumer-focused organizations and can transform business by multi-layer studying on the existing process and soliciting constructive insights and suggestions from stakeholders. The executives always learn lessons from customer journey map exercise. Gartner CX Customer Experience Pyramid proves customer experience driving loyalty, and therefore Spencer recommends focusing on fine-tuning digital services to improve customer care, customer experience, and customer-centricity to achieve better customer satisfaction. Top executives can apply know-how to improve customer satisfaction through digital transformation.

Date: 2021
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DOI: 10.1007/978-3-030-66433-6_21

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