Digital Experience
Glossary of terms

What Is Digital Experience?

Digital experience is a subset of customer experience (CX) that deals specifically with how people interact with your company virtually via technology. Digital customer experience reflects how people feel about your business and brand based on their virtual interactions over time.

As with overall CX, a strong digital experience begins with mapping your most common customer journeys. The next stage is using analytics, based on accurate and unified data, to improve that customer journey. The digital customer journey encompasses all engagements made possible by technology. As a result, digital experience includes every online and mobile touchpoint, from the first moment of awareness to web browsing to social media interactions to post-sale customer service and more. For example, digital experience includes the moment a person downloads and first opens your mobile app, and especially how they feel about your brand after using it.

Why Is Digital Experience Important?

High-value digital experiences are minimum table stakes for today’s consumers. Shoppers expect online and mobile customer experiences that are engaging, easy to use, and always available. Their overall opinion of your business is heavily influenced by your digital customer experience. For example, a website or digital store that isn’t optimized for mobile devices creates the impression of a business that is behind the times or simply doesn’t care about customer service. By optimizing digital experience, you can boost sales, ROI, and customer satisfaction.

Glossary of terms

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