DX
The new era of
Digital Experience Management Throughout the past year, the series of lockdowns and continued uncertainty have brought new focuses under the spotlight. Indeed, the pandemic has not only led to a preoccupation with public health, but has also dramatically altered the way people work, live and interact, with digital experiences brought to the fore front. Naturally, this has influenced customer behaviour. BY ASH FINNEGAN, DIGITAL TRANSFORMATION OFFICER, CONGA iDIGITAL CHANNELs and engagement have accelerated immensely, as companies have had to shift their mode of operations to accommodate the current environment. For example, leading retailers have had to rapidly embrace digital transformation initiatives to replicate the traditional, in-store experience. They have looked to digital solutions to
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enable customers to shop far more efficiently and effortlessly, with hope of establishing a smooth, end-to-end experience. According to McKinsey, 80 percent of businesses believe that their core business model should now be entirely digital in order to remain economically viable.1
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