As the COVID-19 pandemic hits every part of the world, wave after wave, it has changed the way we do things such as shopping, working, and interacting. We do most of them online, and that has made digital customer experience take its roots as the most crucial aspect of retail businesses. What that means is IT teams are facing the challenge of creating each customer’s digital interaction perfect.
A recent report from AppDynamics, part of Cisco, shows 95 percent of organizations have changed their technology priorities. Meanwhile, 88 percent of them reported digital customer experience is now the top priority. It makes sense, as in this digital world, customer experience can happen instantly. Let’s say a customer is having an issue during checkout because the page won’t load, it’ll affect the customer’s loyalty, and they could lose their business.
Moreover, even physical stores are focusing on more contactless payment options in the long run. It is hard to accept when a cashier couldn’t complete a transaction and won’t tolerate poor performance from a digital platform in-store or on their device.
Just as retailers create an emotional connection with their customers offline, it must continue into the digital world via online shopping experience. Hence, it is crucial for IT teams to be proactive in getting what they need to support these business-critical digital interactions and maintain successful engagement with customers.
Given these points, the report also shows, 81 percent of IT professionals said COVID-19 and IT professionals are responsible for carrying out sustainable solutions that keep customers coming back. The ball is now on the technologist’s side for them to create the perfect customer experience and drive repeat business.