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What is digital customer experience (DCX), and why is it important?

An overload of digital tools has led to skyrocketing customer demand for a unified customer experience! To meet customers’ growing expectations and needs, the digital customer experience has to continue to grow and expand in ways that were unimaginable just a few years ago.

The digital transformation and the digital landscape

We live in a digital era characterized by ubiquitous digital devices, immersive digital innovations, and above all, around-the-clock change. Trying to keep up with customer expectations has led companies to reshape their digital solutions continually.

The digital transformation created instant communication, seamless omnichannel support, and unique customer journeys. And all of these are now the standard, so today’s digital customer expects them. Customers cannot be served without digital channels, especially when the boundaries between online and offline are becoming almost invisible.

Today, it’s crucial for companies to thoroughly understand their “digital customer” and how they interact with the digital landscape.  Using that insight will allow providers to innovate new approaches to the customer experience.

The impact of digital transformation on customer experience

Digital transformation is not a “good-to-have” but a “necessary-to-implement” in all business operations worldwide. Digitalization is critical to adding business value and providing a solid customer experience. For customers, having online demos and interactive onboarding is essential to see products or services virtually. Ideally, they would like to subscribe, purchase, or renew any contract via their smartphones on the go. “Is there an app for that?” “Can I have it delivered tomorrow?” or “Can I use this out of the box?” are some of the most frequently asked questions. In other words, being digital drives reshapes and enhances customer experience.

Meeting the expectations of the “digital customer.”

Digital transformation is not a “good-to-have” but a “necessary-to-implement” in all business operations worldwide. Digitalization is critical to adding business value and providing a solid customer experience. For customers, having online demos and interactive onboarding is essential to see products or services virtually. Ideally, they would like to subscribe, purchase, or renew any contract via their smartphones on the go. “Is there an app for that?” “Can I have it delivered tomorrow?” or “Can I use this out of the box?” are some of the most frequently asked questions. In other words, being digital drives reshapes and enhances customer experience.

But how can you meet the expectations of the digital customer?

There are a few key points: you need to be instantaneously accessible – anywhere, anytime. You need an easy purchase process; a single click is preferable. High transparency is consistently among the preferred items on the customer checklist. But most important is dedicated customer experience and support.

digital customer experience work

You need to excel at providing top-notch CX. Being omnichannel or using as many channels as possible will help. To meet the expectations of your digital customer, you need to be present whenever and wherever they are and give them everything they think they want, even before they want it.

What is Digital Customer Experience (DCX)

All customer journey interactions are part of the Digital Customer Experience. This includes using digital channels, including smartphone and tablet devices, online experiences, AI, machine learning, automation, chatbots, and more. Naturally, as digital possibilities grow, so makes the demand for a seamless digital experience. The only logical solution – companies, should embrace DCX at every level of their business strategies.

Digital customer experience management

But how can you successfully manage the digital customer experience? It’s a highly complex process that should be thoughtfully designed.

A company must carefully plan and create pleasant customer interactions over all digital channels and at every step of the digital customer journey. But, this also means that a company must have an excellent User Interface (UI), a fantastic User Experience (UX), and a friction-free Customer Experience (CX). The CX should provide exceptional Agent Experience (AX) and the latest and best Technology Experience (TX). These will help create a superior Business Experience which is also part of the Digital Customer Experience Equation.

digital customer experience work

A company must combine customer and data intelligence and provide all technologies and services to deliver consistent and mind-blowing omnichannel customer engagement, analytics, personalization, and overall customer experience.  

Why is digital customer experience necessary?

The world is increasingly shifting to digital business experiences, interactions, and operations. The transformation of customer interactions started with personal visits to a store that ended with a handshake but evolved to doing business over the phone, with customers rarely directly interacting with a salesperson.

And the digital customer journey has become even less personal. Customers are now used to interacting with products via TV or the internet and doing their own research.


A company must present as much information about its services or products as possible online. Browsing is effortless, so offers need to be highly engaging and eye-catching to hold the customer’s attention. All of this means that the impression you leave online is entirely based on the digital experience you provide for the customers. Customers will go to your competitors if you’re not present or difficult to interact with. The web is your store, and your shelves must give your customers what they want. With good DCX, you’ll grab them and, more importantly, keep them on board.

Things that matter the most

While the entire DCX is essential, the most important for today’s digital customers are fast website load times, exceptional mobile responsiveness, intuitive UX, updated information and price availability, 24/7 customer support, single-click purchase, and good apps.

Digital customer experience (DCX) vs. Customer experience (CX)

The difference between DCX and CX is one of medium and scope. The digital customer experience is part of the overall customer experience, but both go far beyond customer service! They’re both about the experience the customers have on their customer journey. While the customer experience is a sum of all possible interactions the customer has with your company, the digital customer experience plays a crucial role. It focuses solely on the digital customer journey and touchpoints. So, your business might include interactions in a store, on TV, over the phone, etc., but the focus of DCX is entirely on online (digital) interactions.

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Conclusion

With the transformed digital landscape, digital customer experience is essential to the overall customer experience. It focuses solely on the customer journey’s digital experience and touchpoints. However, as easy and as accessible as it sounds, creating an exceptional digital experience is a hard job. It must be perfectly designed, and it won’t happen by chance.

A company must carefully consider its efforts to create satisfying customer interactions over all digital channels at every step of the customer journey. It is a significant investment in time and resources to create superior UI, UX, and CX. Many companies cannot do this all by themselves, so outsourcing digital customer service is always a good idea. Finding a good partner that provides exceptional DCX services, like Frontlogix, will help you onboard and keep your existing customers, providing everything they want and need in their digital customer experience.

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Closing the customer engagement capacity gap

Capacity gaps within an organization can occur in one or more departments or areas. The disparity between the current capacity and the capacity required to achieve a goal or objective is known as a capacity gap.

With customer expectations being at an all-time high, companies are facing new pressures affecting their businesses ‒ the Customer Engagement Capacity Gap.

In this blog post, we’ll cover: what is a Customer Engagement Capacity Gap, how it prevents the development of long-lasting customer connections, the significance of customer success management for bridging the gap, and the ideal solution for your company to apply.

What is the customer engagement capacity gap?

When dealing with customers, there are a few essential factors to consider. On the one hand, there’s the product/service you provide or offer, and on the other, client demand for the products/services you provide. However, there’s one more thing to consider: the resources you have at your disposal to meet your customers’ needs and demands.

One of the most valuable resources is time and the workforce. And for the past few years, there’s even more. Factor in social interactions, conversations, and communications into your equation. Multiply the number of customers with the multitude of ways they can contact you, and you see the problem. In order to be accessible, your customer support team can get overwhelmed. Behold the customer engagement capacity gap – the discrepancy between your available resources to meet the customer demand and the rapidly growing volume of interactions and communication channels.

customer engagement

Offload the growing workload

Today’s rapid pace of change is causing companies to predict engagement challenges will increase over the next couple of years. They either don’t have the people, technology, or knowledge to address this customer engagement capacity gap while still focusing on core business goals.

Nearly half of the world’s population is now using social media for more than just browsing photos of their distant relatives. An astonishing 80% of customers expect companies to interact with them on social. In the past two years, more than 43% of customers have increased their use of social media to discover new products and brands. More than 45% of customer interactions happen via social media, and they use social media for everything from seeking product information, offering praise, leveling complaints, and everything in between.

78% of the customers are ready to make a purchase based on positive interactions with a brand. 76% of customers will recommend a brand to others, 72% will increase their spending amounts for a brand they have a connection with, and 77% will choose a brand over its competitors based on engagement.

Today, customers want immediate interactions. Customer success management has entered an entirely new era and level of importance. Handing your customers isn’t enough; you must be there for them every step of the way. It’s all about anticipating their needs and providing exceptional solutions.

This change toward a swifter, more customer-centric service system has driven many businesses to outsource customer success management to meet customer requirements successfully and efficiently.

Identify customer information

As the customer engagement capacity gap has been a hot topic for the past few years, everybody will now tell you what’s essential for closing the gap. Data companies will tell you that the key is managing engagement data. Technology companies will sell you software as a solution. But, in reality, there’s so much more than a single solution. Ideally, you’ll need a set of solutions, skillful people, and technologies to manage your customer interactions.

First, you’ll need to identify and gather all the information about customers and their experiences. You undoubtedly need to have the data figured out and sorted accordingly. Focus on the customer journey and all its touchpoints. That’s your data.

Collect data using omnichannel technology

Next, you’ll need the right technology to collect, monitor, manage, process, and deliver your data into measurable results consistently and across every interaction and channel. And finally, you’ll need the right number of skilled people to improve engagement and provide customized experiences at scale. And no matter what AI can do, you still need the people. Now, more than ever!

Provide technology, people, data, and experiences

Here, we’ve simplified everything into a single, handy checklist:

  • Gather, understand and utilize engagement data;
  • Use technology to your advantage: use automated and various self-service tools to answer the consumer demand increase;
  • Get the  most skilled, knowledgeable, and high-performing workforce;

By integrating human expertise and experience with high-end technology and automation, you’ll be able to provide enhanced customer experiences. Including various solutions can help you and your company answer your customer’s demands and potentially close the engagement gap. It’s easier said than done, right? With the right tools and partners, all of this is achievable and deliverable.

[Тhe definitive guide to outsourcing services]

The key takeaways

In today’s world, everyone in the business (not just the customer-facing teams) should focus on providing outstanding experiences. Getting the right people, tools, and technology partners to work with will help companies better understand and forecast customer expectations and behaviors. To close the customer engagement capacity gap, companies need the help of a carefully selected technology and service provider. A technology partner to design, build, manage, and maintain company-wide data solutions and integrations through automated and AI-powered solutions and tools. And a service partner with exceptionally knowledgeable and skilled employees who will deliver truly exceptional customer experiences.

Don’t think you’re limited to the number of people you have on hand. Or even worse, don’t settle  for a technology solution and abandon your customers to automated voice responses or chatbots. Keep in mind that your customers still want the white glove treatment. No matter how much technology evolves, they still want the care and attention a real person can offer.

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FrontLogix is here to help you collect all customer insights and use the data to identify patterns in how your customers feel at each interaction. Together, we’ll learn your customers’ intentions, motivations, pain points, and why they would choose your company among competitors. FrontLogix’s CXRs will:

  • contact your customers to learn more about their needs;
  • offer your products/solutions;
  • guide your customers along the comparing process, pointing out the benefits of your products/solutions and why they would work best for them;
  • be available during the research process via chats and email support;
  • will onboard your customers, ensuring they are happy with your products/solutions;
  • make your customers comfortable using your products/solutions and be there for them along with the usage;
  • provide support and help with the items they do not understand.

That is the map to an exceptional customer experience and success management. All of this ultimately closes the customer engagement capacity gap but, more importantly, creates happy customers who will recommend and refer your business to their friends, coworkers, or family and, at some point, renew their subscription.

What services to outsource to reach your Goals

You want to start outsourcing some non-essential work, but you’re uncertain where to start

Different industries, different businesses, different goals, right?

Yes, BUT the one true goal of every business, no matter the industry, is revenue growth. Every business owner wants happy, returning customers, a return on investment, and an increasing market share. We can also add reducing employee turnover and increase satisfaction and productivity. Overall, improving company value, becoming a leader in the industry, and improving customer satisfaction. Quite a long list, right? And certainly not an easy one – especially if you’re just starting. Outsourcing some of your non-essential work will undoubtedly help you in the long run, no matter how big or small your goals are. This is an extensive guide on what to do and how to determine which services to outsource so you can focus on your primary business goals.

outsource strategy plan

Begin by developing an outsourcing strategy

Because outsourcing is a business investment, having a clear plan and implementing an outsourcing strategy is crucial. But what should an outsourcing strategy include?

  1. Outline the business goals. It is critical to clearly outline the business goals you intend to achieve through outsourcing for a project to succeed.
  2. Set a project structure. It will help you manage the project and ensure that the outsourcing team will meet the requirements.
  3. Be specific. Make a clear and extensive list of tasks you’d like to outsource and how and when you’d like them completed.
  4. Carefully plan the budget. This will affect the timeline, the number of hires, and the technologies and equipment you’ll be able to use.
  5. Determine your preferred outsourcing model. You can either go with a project-based or dedicated team model. In the first case, you’ll have the entire project handled by the BPO partner you choose. While in the second case, you can select a team from the BPO partner to work only for you and report directly to you.
  6. Carefully select your BPO partner. Examine portfolios, previous work, customer feedback, and referrals – carefully. Ascertain that they have the required knowledge, technology, and infrastructure (including, but not limited to both hardware and software)
  7. Define clear processes, roles, and responsibilities. This will help the project run smoothly.
  8. Have clear and frequent communication. Starting with a kick-off meeting, weekly follow-up meetings, and monthly report meetings. Make sure you determine the right channel and communication flow. All of this will keep you up to date with the project status and progress.
  9. Measure the productivity, progress, and results. This will allow you to see how the project is progressing, and whether it will fulfill your goals.

What services to outsource easily?

You know that outsourcing some of your jobs will save time and energy. That way, you’ll be able to focus on your primary business objectives. But do you have a clear idea of what services to outsource efficiently?

Customer success management

Every company nowadays relies on positive client interactions, particularly favorable consumer feedback. Companies that deliver solutions using a SaaS mode benefit from customer interaction. The customer support manager (CSM) is your conduit to the customers.  They ensure everything goes well after a purchase is made and smooth over any other customer-related friction, issues, and critical concerns.

Girls looking at outsource strategy

Customer support & experience

Back office services

All services like accounting and finance, billing support, research and development, and IT and software tech help desk can be outsourced. And this is especially recommended for small and medium enterprises (SMEs). It would make your life so much easier if you didn’t have to know everything about compliance standards connected to bookkeeping, tax regulations to follow, and internet security infrastructures. Leave all of it in the hands of dedicated professionals.

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Sales generation, management & support

Small enterprises usually don’t have big sales teams, often only having one person for the job. Sales management is one of the essential parts of running a company. You’ll never attain your profit goal if you’re not closing deals. Therefore, outsourcing sales support will help you locate and nurture leads. It will help your business grow, make sure you are always speaking to potential customers, and allow you to focus on converting instead of administration!

Human Resources

Recruiting is a long, complex, and time-consuming process. It requires developing job descriptions, hunting for suitable candidates, and endless rounds of interviews. All of this will not only cost you time and money but energy and focus as well. And having good HR managers in-house is quite expensive, too. All of this makes outsourcing human resources the smart choice.

Marketing, Research, and Development

Whether launching a new product, adding something to your marketing mix, or simply expanding to new markets, you’ll need thorough research. You need to know the competitive environment, the product, the competition, and the entire industry. As a result, you’ll need hands-on research, development, and marketing expertise. However, if you lack the necessary knowledge, expertise, skillset, or people on board, this will be another challenge.  Outsourcing all those operations is something to consider.

outsource team

The key takeaways

By now, you should have a good idea of which services to outsource to BPO professionals and how you can choose your best BPO partner. We at FrontLogix provide exceptional outsourcing services for all of your needs. We’re committed to delivering and developing a customer-centric business model that will boost customer satisfaction, improve revenue, and lower costs. We’ll work together to develop strategies that will increase customer loyalty. We will help you make the most of your customer data, create new customer experiences, and optimize your business processes.

[Read Next] Definitive guide to outsourcing services

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Тhe definitive guide to outsourcing services:

A complete guide to all the outsourcing services FrontLogix offers, plus everything you need to know about FrontLogix


What this guide is all about

Outsourcing some of your non-essential work will undoubtedly help you out in the long run. No matter how big or small your goals are.

In this guide, you’ll get key takeaways in many areas of Outsourcing, CX Innovation & Strategy, and Technology Services. But most importantly, you’ll understand the services FrontLogix covers and the value we can provide your business.

  • Collaborates with businesses to create strategies that drive customer loyalty
  • It helps businesses make the most of their customer data
  • Creates positive new customer experiences

We cannot stress enough how important it is to invest in better customer service.  Your business will reach new heights by building better relationships with customers. You’ll gain more satisfied customers who stay happy for more extended periods of time—all while saving time and money


Customer care outsourcing services

You already know the importance of providing excellent customer service at every turn in the customer journey. Maintaining a top-notch CX team in-house can be costly. Outsourcing customer care will let your company use multilingual omnichannel support, bilingual agents that will handle all inbound and outbound calls, non-verbal client communication support, and a wide range of other customer services. By outsourcing your customer service, you’ll:

  • Easily build customer trust – you’ll lower the wait time, decrease unanswered questions and help your customers in a matter of minutes and not in hours (or god forbid) days.
  • Efficiently scale your customer experience function – you’ll don’t need to recruit and hire new people, as you’ll have our agents at your disposal 24/7
  • Build a brand that customers love – your customers will feel heard, appreciated, and, most importantly, taken care of, so you’ll be able to give them yet another reason to love your brand even more.
  • Save money and time – you’ll be able to enjoy some big-time savings as the BPO partner will handle everything for you. Read more here.
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FrontLogix Outsourcing Services

FrontLogix’s biggest and most important goal as a BPO provider is to transform customer engagement into customer loyalty and increase customer lifetime value. We firmly believe that combining data-driven and customer-driven experiences brings the highest value and ROI. There are several ways this can be achieved, and we’ve listed all of the services FrontLogix offers for small, midsize, or large businesses:

a) Client Services

  • General Customer Experience (CX)
  • Sales and lead Generation
  • Billing Support
  • Technical Support
  • Customer Success Management
  • Sales Support

a) Digital Support

  • Email
  • Chat
  • SMS
  • Social Media
  • In-App Messaging


Client Outsourcing Services

Without a doubt, delivering mind-blowing customer experiences is one of the hardest yet most important parts of every business.  The sale is only the first step. Taking care of customers and increasing CLV is the key to long-term success. The latest trends are shifting companies from profit-centric to customer-centric. But building a customer-centric business model along with a great customer experience requires a company-wide commitment and trustworthy partners. This is precisely what FrontLogix offers.

Exceptional Customer Experience (CX)

Providing an amazing Customer Experience is what we do best and what we’re most proud of. We’ll put your brand and your people first. The better experience your customers have, the more repeat customers, referrals, loyalty, and positive reviews your business will have.

Think of the CX as the holistic perception your customers have of your brand – every interaction they have, from navigating the website to talking to the support agent, will impact their brand perception and, ultimately, their decision to come back to you or not. FrontLogix is here to make them come back and bring their friends along. Our custom-tailored support helps you capture more leads and improve conversion rates. Because we genuinely care about your customers’ feedback, having the highest CSAT is the core of everything we do. We aim to keep on reducing your TCO so you’ll be able to meet all your business needs.

Sales and Lead Generation Outsourcing Services

Generating sales leads is one of the critical parts of any successful business. Attracting, nurturing, and converting leads into existing customers is one of the biggest challenges companies face. FrontLogix can help you generate more and more quality sales by:

  • Having remote sales development reps
  • Finding the right contacts to attract
  • Building your email databases
  • Calling and emailing the prospects
  • Setting up introductions and booking qualified sales meetings

Our professionals will help you nurture and convert leads, and they’ll be there for you to help you grow and make sure you always have great and happy customers.

Contact Center Support services

Contact center agent providing support services

Billing Support Outsourcing Services

FrontLogix offers billing services and support for your business. Everything from account information, updating details, bills, payment guidance, postage funding, purchase power, and other account management topics – we’re here to help. Effectively and efficiently. A dedicated support Desk will handle your customers’ queries, and a FrontLogix representative will immediately and comprehensively respond to your customers.

Technical Support Outsourcing Services

Deriving maximum value from your software and having high-end Technical Support adds value to your business, product, or service. FrontLogix has a team of highly experienced technical support representatives who are ready to help, support, maintain, and enhance your software, product, or platform and obtain the best customer experience.  We also include remote troubleshooting, installation and usability assistance, process monitoring, and optimization.

Customer Success Management Outsourcing Services

Positive customer relationships, and incredibly positive customer feedback, are something every business depends on. Particularly companies that provide solutions through a SaaS format. So, as a business owner, it’s up to you to set your business goals, and it’s up to us to help you move toward the ever-evolving desired outcome. The FrontLogix team’s ultimate goal is to help you be as successful as possible for as long as possible.

Today, traditional account management is a thing of the past, and customer success-driven growth is here to stay. FrontLogix will approach each of our clients individually by:

  • Analyzing and Segmentation;
  • Setting up and managing the expectations;
  • Leveling up the communication
  • Measurement of the operations and results

We’ll provide experienced Customer Success Managers (CSM) that will track established success metrics by monitoring specific customer KPIs and the likelihood of churn in addition to other indicators such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES). What we truly care about is maintaining and increasing your customer base.

Sales Support Outsourcing Services

Like you,  FrontLogix also loves CLOSING DEALS! FrontLogix will help you find sales opportunities and do all the background work so that your sales reps are free to focus on selling.  Our people start working even before your salespeople meet your potential customers. With the help of automation and digital tools, we gather, analyze, and sort all the relevant data for your sales team. And after closing the deal, FrontLogix’s work really starts! We’ll continue our work with customer outreach and follow-up, ensuring we deliver a mind-blowing customer experience!

Agent providing digital support outsourcing services

Digital Support Outsourcing Services

While every business and brand is unique, so are the customers. Knowing them means asking questions, listening to their responses, and acting on their feedback to create an excellent customer experience. To help you achieve all this, FrontLogix’s top priorities are:

  • Implementing a system for collecting feedback, analyzing it, and acting on it while solving specific problems and answering specific needs
  • Combining customer preferences and data intelligence with cutting-edge technologies and white-glove service to deliver consistent and mind-blowing omnichannel customer engagement, actionable analytics, personalization, and overall customer experience

Our omnichannel presence helps brands connect with customers anywhere and anytime. We provide support via Email, Chat, SMS, Social Media, and In-App messaging.

Email

When it comes to customer service emails, it’s important to stand out! FrontLogix emails do exactly that. We sound natural, friendly, and eager to help—just how we’d talk to the customers if they were standing right there. Maintaining the quality of each email is a challenging job! FrontLogix, driven by customer-centric culture, knows the importance of quality emails, which is why we never compromise. Customers will always get the attention they need and desire without spammy sales or irrelevant information clogging their inbox.

Chat

Without a doubt, chat is the fastest way to support customers, especially when they’re already on their devices. This helps resolve problems as they appear, providing answers within seconds. Being fast and convenient adds up to an amazing customer experience.

SMS

Targeting those who don’t use the live chat, FrontLogix also offers SMS customer service and support – providing relevant answers and solutions to your customers via SMS text messaging in real-time – right into the customer’s native text messaging app.

Social Media

Meeting the customers right where they are is another very important part of the customer-centric culture. And most of them are on Social Media. No matter the channel, FrontLogix offers responses through social channels, quickly and conveniently. Because solving an issue right away is the most important part of awesome customer support.

In-App Messaging

No matter if the customers need onboarding, technical support, or simply to be welcomed or engaged, FrontLogix is here to assist.  We’ll identify the user’s pain points, assist them moving forward, and facilitate various customer support processes and scenarios with our in-app messaging. We seamlessly support massaging platforms like WhatsApp, Facebook Messenger, Apple iMessage, WeChat, LINE, Telegram, Skype, and many more.

Clickable Image from free guide for outsourcing services