“Digital Customer Experience” (DCX) is a colloquial term for how a customer feels about a company after interacting with it online. Email, web pages, online stores, social media, chatbots, apps, online discussion boards, and even the metaverse itself could be used for these kinds of conversations.
One of the most important aspects in determining whether or not customers will adopt a new digital product or service is the DCX (digital customer experience). The success of a next groundbreaking digital innovation may depend on the familiarity with data collection and exchange (DCX).
DCX can be adjusted with the help of an index that gives each of several factors a score between 0 and 100. If your digital product gets high scores from customers, they are likely to be satisfied with it. The DCX index has been put to good use, particularly by companies that were slow to recognize the index’s potential as a means of quantifying what are, at times, intangible factors.
The significance of DFX is based on the fact that a whopping 81% of consumers are willing to pay more for better service. Further, only 30% of businesses pay attention to what their customers want. Also, people who were unhappy with a product or service were twice as likely to tell their friends and family about it.
References
The disconnected customer: What digital customer experience leaders teach us about reconnecting with customers, Digital Transformation Institute, Paris, France. (n.d.). Accessed: Jan. 18, 2022, [Online]
Buttle, F. A. (1998). Word of mouth: understanding and managing referral marketing. Journal of Strategic Marketing, 6(3)
Ramesh, Nagesh (2022). The Success (or Failure) of Your Digital Transformation Hinges on Digital Customer Experience. IEEE Engineering Management Review
