The democratization of the internet has given us access to information and better tools to make informed decisions on products and services. It has also encouraged open conversations and vocalization of experiences through online forums and discussions. In the last decade, customer experience has taken center stage, powered by major advances in technology and data processing. Enterprises have shifted from a product-first to a customer-first approach and are prioritizing customer sentiments and pain points over just products, service quality, speed, and functionality.
The availability of smartphones, low-cost internet, and multiple digital channels have facilitated the true democratization of the internet. Customers now not only consume information but also share it and voice their opinions on different brands. In response, enterprises are providing customers a seamless omnichannel experience and AI-/ML-powered personalization. They are also developing experiences for all other stakeholders, such as employees, partners, and society.
In this viewpoint, we unravel the key aspects of creating scalable digital product experiences. Readers can use this report as a strategic playbook to assess and adapt their experience strategies and develop meaningful experiences that are relevant both today and in the future.
Scope
All industries and geographies
Contents
In this report, we:
Define digital product experiences
Examine enterprise challenges to create and adapt digital experiences
Outline key enterprise principles for creating digital experiences
Provide a comprehensive approach to operationalize scalable digital experiences
