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How Does Digital Transformation Improve Customer Experience?

In: The Palgrave Handbook of FinTech and Blockchain

Author

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  • Spencer Li

    (Smart Business Consultancy)

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.

Suggested Citation

  • Spencer Li, 2021. "How Does Digital Transformation Improve Customer Experience?," Springer Books, in: Maurizio Pompella & Roman Matousek (ed.), The Palgrave Handbook of FinTech and Blockchain, edition 1, chapter 0, pages 473-502, Springer.
    • Handle: RePEc:spr:sprchp:978-3-030-66433-6_21
    DOI: 10.1007/978-3-030-66433-6_21
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    Cited by:

    1. Schrape, Jan-Felix, 2021. "Platformization, pluralization, synthetization: Public communication in the digital age," Research Contributions to Organizational Sociology and Innovation Studies, SOI Discussion Papers 2021-02, University of Stuttgart, Institute for Social Sciences, Department of Organizational Sociology and Innovation Studies.
    2. Dolata, Ulrich & Schrape, Jan-Felix, 2022. "Platform architectures: The structuration of platform companies on the Internet," Research Contributions to Organizational Sociology and Innovation Studies, SOI Discussion Papers 2022-01, University of Stuttgart, Institute for Social Sciences, Department of Organizational Sociology and Innovation Studies.

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