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Digital marketers are going beyond the traditional DX metrics

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  • PURCAREA, Ioan Matei

Abstract

All over the world it is recognized that CX is the biggest driver of digital transformation. Terms like Digital Transformation, Digital Swag, True Digital Ownership, Digital Twins, and RPA, are more and more utilized. Significant opinions underline the real need of revolutionizing CX through process re-design, co-creation and digital transformation, not forgetting the importance of balancing automation and the human touch. Digital Customer Experience (DCX) reveals how important it is to have an issue resolved in a single interaction and to receive a speedy and timely response. If there is no doubt that CX is the brand differentiator, it’s time to better understand why it is necessary to go beyond the traditional DX metrics.

Suggested Citation

  • PURCAREA, Ioan Matei, 2018. "Digital marketers are going beyond the traditional DX metrics," Holistic Marketing Management Journal, Holistic Marketing Management, vol. 8(4), pages 11-18, December.
    • Handle: RePEc:hmm:journl:v:8:y:2018:i:4:p:11-18
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    File URL: http://holisticmarketingmanagement.ro/RePEc/hmm/v8i4/2.pdf
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    More about this item

    Keywords

    Digital Transformation; Digital Swag; True Digital Ownership; Digital Twins; RPA; Blockchain; CRM; DCX; DX metrics;
    All these keywords.

    JEL classification:

    • D83 - Microeconomics - - Information, Knowledge, and Uncertainty - - - Search; Learning; Information and Knowledge; Communication; Belief; Unawareness
    • L86 - Industrial Organization - - Industry Studies: Services - - - Information and Internet Services; Computer Software
    • M15 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - IT Management
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • M37 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Advertising
    • O33 - Economic Development, Innovation, Technological Change, and Growth - - Innovation; Research and Development; Technological Change; Intellectual Property Rights - - - Technological Change: Choices and Consequences; Diffusion Processes

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