Digital Transformation A Must To Woo Customers

by CXOtoday News Desk    Sep 14, 2015


Digitally empowered customers are redefining industries, and companies that focus on customer experiences will win more market share. Offering end-to-end digital services to provide rich and consistent customer experiences across all channels is now the baseline expectation by customers. According to a new research paper, the immediacy of this challenge is driving business and technology leaders to push for rapid digital transformation, including leveraging mobile devices, the Internet and integrating technology-enabled systems and processes. This digital transformation is fundamentally redefining how firms engage with their customers and how those firms operate.

Digital transformation company, LiquidHub commissioned Forrester Consulting to evaluate the hypothesis - companies looking to improve their digital customer engagement need a partner that can help execute a digital transformation. 

Changing customer expectations means continuous transformation for digital engagement, says the new study. Even with all the proper channels in place, digital engagement with customers is more a journey than it is a destination. With the rapid advancements of technology, companies seek to continually reinvent themselves and find new ways to engage with their customers via digital channels.

The study states that customer engagement demands end-to-end integration among channels and across the value chain. ”Expanding the availability of channels for both digital and digitally enabled customer interactions can drive benefit to the business. But failure to integrate data across channels creates poor customer experience,” says the study.

The study also notes that effectively building improved digital engagements requires a full service, end-to-end partner. Having a single partner for digital transformation services, for both application delivery and integration, enables more streamlined implementations by eliminating the logistical challenges of working with multiple partners. Today’s digital channels have to interface with data, information, and insights across the value chain, creating a complexity that a small number of partners can best address, it says.

 “Corporations today are constantly faced with the challenge of managing multiple and siloed partners for their digital transformation needs. Our proven experience in handling systems and application integration in the back-end coupled with our user experience and customer journey expertise allows us to offer innovative solutions to clients that facilitate strategy and seamless technology execution, and provide their end customers with a spectacular experience.” said, Jonathan Brassington, LiquidHub Co-founder and CEO. 

As a digital transformation company, LiquidHub has launched its new brand identity and refreshed positioning in the marketplace. In its renewed positioning, LiquidHub focuses on building innovative solutions that not only provide a substantive and personalized user experience in the front end, but also building and integrating applications and systems in the back end.

“With our refreshed positioning, we offer end-to-end solutions blending our expertise in user experience with technology services across the financial services, healthcare, life sciences, insurance, and commercial & retail industries.”

The company’s redesigned logo features a new typeface with a unique design formed by two entwined infinity symbols representing user experience and technology solutions and the endless possibilities that transform customer engagement.