Understanding the customer’s digital experience

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Understanding the customers digital experience
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Understanding the customers digital experience
Forrester defines digital experience platforms as
"software to manage, deliver, and optimize
experiences consistently across every digital
touchpoint. According to a survey conducted by
Forrester in Q3 2021 on Digital Platform
Experiences, Salesforce was named as a leader in
The Forrester Wave Report. The key statement in
the report says, Compared with other vendors we
evaluated, Salesforce shows strength in search,
digital commerce, and platform certifications. It
also has strength in testing and optimization,
content creation, customer profile and
segmentation, and platform operation.
Salesforce, like most cloud service/SaaS
providers, is diligently making incremental
improvements to all of its service offerings to
help its customers achieve business
objectives. Delivering business-critical
customer experiences is key to all business
establishments. Furthermore, customer experiences
are layered at different levels for different
customer interaction phases with service
providers. Having just a stack of multiple
enterprise applications does not necessarily help
to achieve customer expectations and improve or
enhance their digital experiences.   There is
always a half-hearted approach towards something
as important as improving and enhancing customer
experiences by mixing up and associating this
problem with difficulties around individual IT
platforms and the need to really integrate them,
this results in a non-holistic way of looking at
digital experiences and transformation
strategies.
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Understanding the customers digital experience
Situational Analysis The global pandemic which
hit just as we began this decade has caused us to
make significant changes to our business models,
customer approach and delivery patterns
permanently. Contact centers which ran at full
speed with numerous contact service operators
have all been shut down and many organizations
are actively moving their workforce to provide
remote support with the same vigor. Although
this remote approach comes with a different set
of challenges, the need for delivering customer
digital experience remains the same or even
enhanced as more and more customers (B2C/B2B) are
now digitally enabled. Optimizing Customer
Experience (CX) In today's digital world, besting
the competition increasingly comes down to
providing the best experience for the customer.
That applies whether you're operating in the B2C
or B2B markets. The customer experience
shouldn't include so-called dark patterns,
tactics that encourage the user to do something
they don't necessarily want to do. Dark patterns
include tricks like forced continuity, where the
customer signs up for a free trial only to find
the subscription automatically renews without
permission.

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Understanding the customers digital experience

Salesforce is reinventing digital experiences by
unifying Mulesofts Anypoint Platform and
Salesforce Integration Cloud to achieve much
broader connected customer experiences by
connecting multiple applications, data, and any
device with Mulesofts APIs (Application
Programming Interface) to unleash the power of
Customer 360 on a much wider scale. When all is
said and done, though, it simply isn't enough.
Customer experience has become the most important
distinction when it comes to attracting and
retaining customers. The Salesforce Testing
Center of Excellence (CoE) at Cigniti is made up
of subject matter experts (SMEs) who specialize
in testing Salesforce and Force.com apps. Our
testing professionals have extensive functional,
domain, and technical knowledge, as well as the
skills to cover all aspects of Salesforce
testing. Cigniti's Salesforce Testing CoE team
has created a library of pre-built test
accelerators, comprising 300 manual test cases
and automated test scripts, well-defined test
data management methods, and a powerful test
automation framework for Salesforce. Cigniti
prepares its customers to foray into the digital
space with confidence. To understand how we do
it, schedule a discussion with our digital
customer experience and salesforce testing
experts. Read Full Blog at https//www.cigniti.
com/blog/customer-digital-experience
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