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  • Writer's pictureShubham Sharma

How Retails are Solving Customer Experience Challenges through Digital Transformation?

With the Industrial Revolution 4.0, we are experiencing a wave of Digital Transformation. This wave of technology seeks to deliver greater value to processes across problems and solutions that confer positive outcomes as regards Business Efficiency, Customer Experience, and/or Business Innovation.

Various technologies, such as SMAC, deliver a functional view of the marketplace to various organizations, thus helping them glean crucial business perspectives. The disruptive nature of these technologies helps business record, process as well as deliberate and analyze data to reach important insights, which are essential to understanding customer sentiments as well as trends.

All this, as you might imagine, goes in the service of creating more effective customer experiences and related peripheral processes.

When it comes to the retail market, retailers are looking not just for ways to enhance marginal parts of the customer experience, but are trying to reinvent the wheel, in a manner of speaking. The processes they are today seeking cover not just streamlining processes or improving efficiencies while reducing costs specific to certain transactional cycles.

These processes must also include within their ambit customer centricity, agility, data intelligence, innovation, as well as foresighted value propositions.

With specific regard to customer experiences and technology, it is important that retailers understand how to make the best use of the available as well as emerging technologies. Here are some of the ways to make it happen:


Through the use of data, it becomes possible for retailers to provide a more personalized customer experience to their users. This includes a wide range of services within its ambit, whether it is ads that cater specifically to their taste, or recommending them new goods and services that they are likely to be interested in, based on their earlier purchases. This impacts the overall customer experience in multiple ways, as it leads the user to engage more with the offerings they find available for them. And as is known in all customer-driven industries, user engagement is key to long-lasting success.

Ease of Use

By leveraging the power of digital transformation, a lot of retailers have been able to make the process of buying things simpler for their customers. Whether it is due to a UI that’s more intuitive, or due to functional changes that make it simpler to navigate a maze of similarly-grouped products, at the end of the day, customer experience has been drastically shifted by today’s changing technology.

Post-Purchase Servicing 

It is not only the presale journey that has been significantly altered for a customer, it also the journey that happens if anything goes wrong with a purchased product. The process of requesting for customer service as well as getting a response from the concerned team has been significantly improved due to technological advances like token systems, AI chatbot solutions, and more. As a result of these tech transformations, it is also easier for retailers to build loyal customers, as they feel more important if their queries are answered on time and dealt with in a competent manner.

We at Affle Enterprise grasp your business challenges & ideate a personalized user experience to solve complex business problems through our mobile app development services. Connect with our team for a quick digital transformation consultation.


Originally Published @ Affle Enterprise

Published by Shubham Sharma

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