Modern Care
The world's leading digital-first, proactive customer experience solution.

Explore Modern Care's Products

Unified Care

Manage customer care on 30+ digital channels from one AI-powered platform

Self-Service Community

Build & manage an online community integrated into your Care strategy

Live Chat

Respond faster with personalized, data-driven 1:1 customer support

Conversational AI and Bots

Reduce costs by automating routine inquiries with conversational AI bots

Contact Center Intelligence

AI-powered, real-time data and insights that fuel proactive customer care

Contact Center Automation

Automate workflows and processes — and drive more first-contact resolutions

Agent Assist

Analyze conversations instantly & surface predictions, suggestions & alerts

Knowledge Base

Empower agents and customers with direct access to the answers they need

Modern Research
Make decisions informed by proactive, AI-powered research, based on the most complete set of customer experience data.

Explore Modern Research's Products

Social Listening

Real-time voice of customer insights on digital and traditional channels

Competitive Insights & Benchmarking

Analyze your content’s performance vs. competitors and best-in-class brands

Product Insights

AI insights from reviews & social: How customers feel about your products

Location Insights

Real-time, location-based analysis of face-to-face brand experiences

Visual Insights

Real-time visual intelligence that powers meaningful connections on digital

Media Monitoring & Analytics

Connect stories across social & news for a complete measure of earned media

Modern Research Lite

Start uncovering insights with a free 30-day trial. No credit card required.

Modern Marketing & Advertising
Build and protect your brand’s reputation, and take action at every point in the marketing lifecycle.

Explore Modern Marketing's & Advertising's Products

Campaign Planning & Content Marketing

Save time, manage brand risk, and increase ROI with AI-powered insights

Marketing Analytics

Get a unified view of campaign performance on 30+ channels & 3rd party data

Advocacy

Encourage, measure, and optimize employee advocacy for your brand on social

Social Advertising

Increase your ROAS, fuel collaboration, reduce risk, and unify reporting

Platform
The only Unified-CXM platform for enterprises powered by industry-leading AI.

Explore Platform Products

Active Data Retention

Ensure compliance and fuel reporting by securely storing up to 84 months of customer data.

AI Studio

Create customized, powerful AI text classification models easily — without coding.

APIs

Leverage robust RESTful web service APIs to integrate data and execute processes with external systems.

Integrations

Extend the impact of Unified-CXM by connecting to all of your most crucial third-party systems.

Sandbox

Experiment and learn in an isolated test setting that mimics your live production environment.

All Products
31 products. 4 robust product suites. All on the only Unified-CXM platform.

Popular Use Cases

Customer Service

Deliver seamless customer service experiences across 30+ digital channels

Help Desk

30+ channels of AI-powered analysis, prediction & suggestions—in one place

Social Listening

Real-time voice of customer insights on digital and traditional channels

Campaign Planning & Content Marketing

Save time, manage brand risk, and increase ROI with AI-powered insights

Social Media Automation

Plan, manage & measure brand content across 30+ channels from one platform

Online Communities

Help customers learn from each other — and reduce agent workloads

Social Suites

Consolidate all of your social media needs on the only unified social suite

Social Advertising

Increase your ROAS, fuel collaboration, reduce risk, and unify reporting

Unified-CXM
Customers
Our Story
Founder's Letter
Newsroom
Careers
Culture & Talent
Investor Relations
Contact Us
Login
CXM Guide

Digital Customer Experience

Understand how the digital experience impacts customers’ perception of a brand and why a unified approach is essential to improve your digital CX.

Share this Topic

What is digital customer experience?

The digital customer experience is any interaction that takes place between a brand and its prospect or customer via a digital channel such as email, chat, messaging, and social media. Digital customer experience shouldn’t be mistaken for customer experience, however, as the latter refers to all interactions that the customer has with a brand, digital or otherwise. In contrast, digital customer experience refers to only those interactions that take place on digital touchpoints, such as a prospect reading a product review on an online review site or social media, as opposed to a trade (print) magazine.

Why is a digital customer experience important?

The world has become increasingly digital, especially over the last few years. It has shaped consumers’ preferences and demands. In fact, only 24.8% of consumers plan to shop in physical stores more frequently than they did in 2020. Consumers are forgoing the usual visit to a retail outlet, browsing the aisles, and then queuing up at the cashier in favor of shopping in the comfort of their homes thanks to the evolution of e-commerce.

According to the U.S. Department of Commerce, consumers spent approximately $800 billion on online shopping in 2020, a 32.4% increase from the previous year. With the vast majority of brand interactions occurring online, it has become imperative that brands offer tailor-made experiences on digital channels to ensure customers’ happiness and to keep them returning for more. And devising and implementing a well-thought-out digital customer experience (digital CX) program are the first steps brands need to take to build customer loyalty and increase brand affinity.

What are the key elements of a digital CX program?

The key elements of a digital CX program are as follows:

Customer engagement

Consumers have a lot of choices. To stay competitive, your brand needs to engage digital-first customers where they are: from social media to chat apps to review sites. In addition, you must also ensure that your teams provide a consistent, unified experience across all of the channels your customers use, no matter when and where they engage. Digital-first customers expect consistent service across channels, so ensuring all communication channels are interconnected (i.e., omnichannel) is key.

Data and insights

Customer data is critical for every business to better understand the expectations and needs of their audience. When coupled with artificial intelligence (AI), customer data can help tailor customer journeys to relevant buyer personas. This AI-enriched data can yield actionable insights that let brands know if efforts are resonating with customers, or if messaging has failed to resonate with and influence the target audience.  

Social media

64% of name brands such as Nike and Audi are on Snapchat – companies have been leveraging social media to grow their business for a while now. Brands should have a strong social media presence and strategy to ensure that they are listening and responding to prospects and existing customers, in addition to securing visibility of the competition. Maximizing a robust social media strategy will enrich a digital CX program and help win repeat business. 

Digital customer experience best practices

To offer superior digital experiences to customers, brands must engage quickly, authentically, and personally, at scale, with their customers. Implementing a customer feedback program is an important step in fixing areas that need immediate attention. Intuitive self-service channels like online forums can be a popular way for customers to resolve their queries and provide feedback. Ensure all your digital channels are easy to use and offer a seamless experience no matter what channel the customer is on or what device they are using. 

Today’s customers have little patience, and even a single bad experience can turn them away from your business. The better the quality of customer engagement, the better your chances of retaining your customers for life.

Improve your digital CX with a unified approach to the digital experience

Customers expect to get one universal experience with a brand, online and offline, anywhere in the world, across any of the company’s product lines and touchpoints. But most businesses can’t meet customer expectations because every team has its own point solution, creating and reinforcing silos within the organization. A patchwork of siloed point solutions can’t maintain continuity when a customer shifts from one channel to another. 

But a unified customer experience management (Unified-CXM) platform instantly adapts to whatever channels they use so that you’re always engaged — and better prepared to make your customers happier.

With Sprinklr, the only Unified-CXM platform, you can:

  • Orchestrate a smooth, personalized experience for prospects and existing customers across their entire online journey

  • Reduce customer churn and improve customer satisfaction and loyalty as a result of a seamless experience when switching between channels and devices

  • Increase employee productivity by facilitating cross-team collaboration which ultimately affects customer experience positively

Share this Topic
related products
Platform
Related Topics

·

Customer Experience Management

Thank you for contacting us.

A Sprinklr representative will be in touch with you shortly.

Love means never having to say that you missed an opportunity to improve CXM.

Contact us today and let us come up with a proposal that addresses your enterprise needs.

Already a customer and need some love?

Email: support@sprinklr.com
Give us a call: +1 917-933-7800

Request a Demo

Related Content

Food and Beverage industry spotlight: 3 strategies for effective competitive benchmarking
Unified-CXM
Food and Beverage industry spotlight: 3 strategies for effective competitive benchmarking

For Food & Beverage brands, an unpredictable landscape has made already fierce competition even fiercer. Here are 3 benchmarking strategies to employ.

Elizabeth Shaw
December 23, 2021  •  4 min read

Read Article
Unify your digital transformation and customer experience strategies
Unified-CXM
Unify your digital transformation and customer experience strategies

Companies are missing an important element to their digital transformation strategies: customer experience (CX) transformation.

Drew Tambling
December 15, 2021  •  5 min read

Read Article
New technology industry trends: Is your tech brand using these 3 competitive benchmarking strategies?
Unified-CXM
New technology industry trends: Is your tech brand using these 3 competitive benchmarking strategies?

Learn how benchmarking performance against your competitors, your own brand, and previous campaigns helps you navigate threats and identify opportunities.

Elizabeth Shaw
November 30, 2021  •  5 min read

Read Article

Products

Modern CareModern ResearchModern Marketing & AdvertisingSocial Engagement & SalesUnified-CXM PlatformEducation ExperienceCitizen ExperienceSprinklr AI Sprinklr SandboxDeveloper Portal

Services

Our ServicesTrainingPartnersAgencyDeveloper Portal
English (US)
English (GB)
Español
Português
Français
日本語
Deutsch
PrivacyCookie PreferencesModern Slavery StatementIndex EgalitéTerms