Juggling innovation, technology and rising digital experience expectations

In today’s digital age, the importance of digital customer experience cannot be overstated. As the Chief Customer Officer at Contentsquare, I’ve seen firsthand the power of putting your customers first. Ensuring your customers have a seamless and personalized journey is a strategic imperative. It can boost brand loyalty and advocacy while benefiting your bottom line with increased conversions and revenue. It’s a win-win.

At CX Circle New York City this Thursday, September 28, we’re gathering industry experts and leading brands to discuss strategies and best practices for thriving in this new era of digital experience.

But what defines this new era?

The rapid adoption of technologies

Previously, technologies and innovations were years-long endeavors, and businesses had less pressure coming from customers to deploy new technology. But those days are gone. With the rapid evolution and iteration of the latest tools and technologies and the best practices for leveraging them, brands are expected to adapt and drive innovation constantly. Generative AI is an excellent example of that. Within months of its mass introduction to the market, customers were clamoring for it, and tech providers moved much faster to integrate it into their tech offerings.

Rising customer expectations

Now factor in rising consumer expectations for seamless, fast, high-value digital experiences across platforms. A seamless customer journey means that from the moment a user lands on a website or engages with a digital platform, their experience is frictionless and intuitive. Whether browsing products, seeking information or converting, every interaction should feel effortless and personalized. Any friction, such as slow-loading pages, broken links or convoluted navigation, can lead to frustration and user abandonment. And with 35.6% of user sessions during 2022 experiencing frustration, it’s an issue brands can’t afford to ignore.

In a highly competitive digital landscape, where customers have many choices, delivering exceptional digital customer journeys is not just a differentiator—it’s necessary for sustained success. Businesses that prioritize and invest in optimizing the digital customer experience with the latest tools available are more likely to foster lasting relationships with customers and achieve their growth objectives in this new era of digital experience. A commissioned Forrester report found that brands delivered an average of $3.32 million of additional profit by optimizing their websites and customer journeys using DXA tools like Contentsquare.

Complementary, not competing priorities

So, how do brands successfully leverage the latest innovations and technologies to optimize their digital customer experiences to build long-term success? and get ahead without feeling like they have competing priorities?

It’s time to reshape how we view technology, innovation and digital experience. Investing in digital experience tools not only helps the customers’ experience here and now but also sets brands up for sustained success.

Prioritizing technology and digital experience helps brands future-proof themselves for evolving customer needs and expectations by giving real-time insights into consumers’ changing behaviors and preferences. Giving brands a virtual “ear to the ground” access to customer expectations. And this ultimately builds long-term business resiliency. Because brands that consumers trust are the ones they’ll be loyal to— regardless of the economic environment or unpredictability the future may hold.

So, how do brands thrive in this new era of digital experience?

That’s what we’re tackling at CX Circle, New York City. With an agenda packed full of industry experts and leading brands, we’ll discuss topics like:

• Leveraging the latest tools like generative AI and digital experience analytics (DXA) to improve customer experience.
• Best practices for boosting internal efficiency and fostering a culture of innovation, technology adoption and customer-centricity.
• Tips for optimizing your AB testing roadmap, error monitoring and resolution strategy and more.

Join us virtually on September 28 to learn something new and feel inspired to tackle this new era of digital experience.