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Winning the customer through experience-driven commerce

Corporate May 21, 2019

Customer Experience Digital Transformation Digital Commerce Experience-driven Commerce

In the previous blog, we spoke about why digital commerce is not just about platform, technology, tools. It’s quite evident that digital commerce offers an opportunity to imagine, innovate, transform —To turn Ideas into Innovation at speed with right technology mix, data, process, people and connecting this to commerce.

But as technology evolves to meet the growing expectations of customers, the path to purchase expands to include not only mobile traffic but a complex matrix of buyer touch points resulting in what we now call omnichannel. This confluence of opportunities creates the symbiotic commercial ecosystem called unified commerce — or, quite simply, business — a new normal.

Done well, this will help gain traction and focus innovation on the most pressing and promising items. A good number of our clients are realizing this and are successfully navigating the digital bridge by embracing a fundamentally experience-driven, agile delivery model backed with cutting-edge technology.

Redefining the customer experience to deliver value

There’s never been a more exciting time to be in commerce. Whether you’re a B2B or a B2C, whether you're a consumer brand or a service provider, whether you sell to millennials or corporates, there’s never been a more precise time for change — or a more perfect confluence of opportunities to embrace and capture.

Digital technologies have now touched consumers and business in every kind in every region. The pervasive & widespread use of this technology has spiked people’s expectations with how they engage & talk with the world around them. Customers’ expectations are now higher than ever. Consumers or business buyers demand immersive, personalized and seamless experiences no matter how they choose to transact also where & when. All this without sacrificing privacy.

These new customer dynamics bring forth challenges as well as opportunities for companies of every size. And for those feeling overwhelmed by all this, the good news is, there are persuasive and comprehensive digital capabilities easily accessible to uptake your business.

So, it’s no longer just about delivering the best products or services with the best combination of cost, quality & convenience. Now, the race is on to deliver the best overall experience across the customer journey right from the first impression to delivery and repeat business.

With the path to the customer becoming more varied and complex than ever, this is where the future will be won and lost in terms of commerce.

For us at e-Zest, this is what digital transformation has been all about — tying all the pieces of the puzzle together — to deliver highly relevant experiences, to bring together the right combination of data, insights, and content to address what matters for your customers, to keep the journey moving in the right direction. Now, the race is on to become an 'experience' than a business.

Experience-driven commerce makes this possible with an immersive brand experience that has got some of the successful enterprises re-think and re-imagine their commerce vision. After all, meeting customer needs at every stage of the purchase and post-purchase journey create a memorable experience that matters to the customer and the business.

Our aim is to bring the vision of experience-driven commerce to your business, whether you sell to consumers or businesses or both, our job is to help you deliver amazing experiences across the board. That’s always been a part of our mission, and it’s something we’re more dedicated to now than ever.

In the next and last blog, you'll see how we do it in e-Zest for our clients who are ready for this transformation.

e-Zest is a leading digital innovation partner for enterprises and technology companies that utilizes emerging technologies for creating engaging customers experiences. Being a customer-focused and technology-driven company, it always helps clients in crafting holistic business value for their software development efforts. It offers software development and consulting services for cloud computing, enterprise mobility, big data and analytics, user experience and digital commerce.