What is your definition of ‘DIGITAL’ Customer Experience?

Working in the industry, the topic comes up: what exactly is ‘DIGITAL’ Customer Experience? Is it mobile? Apps? Online loyalty programs? Social media? Search Wikipedia and you can’t even find a definitive answer.

We asked industry experts their opinion and this is what they said:

Customer Experience Magazine (CXM)

Marija Pavlovic

Editor-in-Chief of the Customer. Experience Magazine,
Marija Pavlović

As a user, I can add: Amazing DX is a great User Experience supported by a stable network of brand’s overall customer experience. Working great on its own, but definitely supported by other channels and sectors to ensure the seamless cx flow.

CEspire infolabs

Saurabh Saxena

Sr Business Development Manager,
Saurabh Saxena

In my opinion it’s the combination of customers journey through all the digital touch points of any organisation and the result which comes out after analysing customers behaviour during that journey.

ORIFLAME COSMETICS

Ivan Zubarev

MBA, Project manager, Business process expert in Customer Experience and Supply Chain,
Ivan Zubarev

Good proposals! But should we specify what is a ‘DIGITAL TOUCHPOINT’, if we are using this term in describing what ‘DIGITAL CX’ is? Would ‘Digital CX’ then be, for example, “the combination of touchpoints between an organization and a customer, or potential customer, using telecommunication technology”?

In the Chat Communications Inc.

Wayde Robson

Inbound Marketing Manager,
Wayde Robson

Interest question and possible answers you cite. More and more today – digital is a euphemism for mobile. But it depends on the customer journey.

Discover Financial Services

Melissa Douros

Senior Manager, Digital User Experience,
Melissa Douros

digital means bridging the offline and online worlds in order to connect people with a way to meet their needs

Allstate

Eric Buchegger

Digital & Social Media ,
Eric Buchegger

Personalized interactions and experiences that remove friction, add value and build trust!