Mr. Rajesh Kari, VP and Business Leader at InfoVision Social, emphasizes that digital experience strategy should focus on meeting customer expectations in every interaction rather than simply following industry trends. He suggests that companies should adopt a customer-driven approach to their digital experience strategy, using insights from the voice of the customer as the basis for decision-making. This approach, which he refers to as “digital empathy,” involves understanding customer needs and guiding them through the digital ecosystem.
Kari highlights the importance of putting customers in the driver’s seat and allowing them to dictate their own digital experience. To achieve this, companies must conduct research to deconstruct customer preferences, behaviors, and expectations. By combining user research with data analysis, companies can identify customer intent and use this information to shape their digital experience strategy. This customer-centric approach is essential for creating a seamless and engaging experience for users.
Humanizing the digital experience involves understanding how customers interact with a brand across both digital and non-digital channels. By conducting user research and analyzing digital user journeys, companies can identify points of friction for customers and work towards eliminating them. Digital analytics tools can provide valuable insights into user behavior, helping companies optimize their digital assets and enhance the overall customer experience.
Kari also discusses the importance of using more data layers to make it easier for customers to achieve their digital goals. He dispels the misconception that longer engagement time on digital assets is always a positive indicator, emphasizing the need to focus on helping users complete their intended actions quickly and efficiently. By studying user journeys and analyzing customer behavior, companies can create guided experience pathways that simplify the digital experience and promote conversion.
In conclusion, Kari stresses the importance of understanding the target audience and engaging customers effectively to deliver superior digital experiences. He also highlights the value of leveraging voice of the customer insights to guide decision-making and enhance the overall customer experience. By adopting a customer-driven approach to digital experience strategy and investing in technologies that simplify the user experience, companies can differentiate themselves in the crowded digital landscape and build stronger relationships with their customers.
