The importance of the digital customer experience, and the relevant challenges faced by companies in terms of customer experience, were the subject of the new webcast organized by EY Greece with the support of Microsoft, which aired on Tuesday, March 22, 2022. The event was attended by executives of Greek and multinational companies operating in critical sectors of the Greek economy.
The strategic alliance between EY and Microsoft combines the broad experience of EY teams in the digital transformation of business processes and their in-depth knowledge of the individual sectors of the economy, with Microsoft’s scalable Power Platform and Microsoft Dynamics 365 platforms. The collective capabilities of the two organizations are concentrated in the “Digital Customer Experience Solution” solution, which helps businesses respond more quickly to developments and create personalized services and products, leading to sustainable revenue and profitability enhancements.
The webcast was attended by Messrs. George Apostolakis, Partner of EY Greece and Head of EY’s relationship with Microsoft in the region of Central, Eastern, Southeastern Europe and Central Asia (CESA), Thomas Tsavalos, Senior Manager, CX Delivery Services of EY Greece, Dimitrios Designa Manager at the Athens Design Lab of EY Greece, and Harris Kampanis, Head of Business Applications, Microsoft CEE.
Referring to the new trends and changes that make the digital customer experience extremely important for businesses, the speakers explained that today’s customer has completely different characteristics than in the past, as he is better informed, has direct access to information, is demanding and impatient, familiar with technology, networked on social media and ready to share experiences with his network.
In fact, according to a global EY survey, 84% of consumers say that the experience a company offers them is just as important as its products and services, while 66% are willing to pay more if they are offered a good consumer experience. Nearly seven out of ten believe that an excellent experience that they will experience when contacting a company, increases their expectations from other companies and brands.
The digital customer experience is a combination of strategies, people, processes and technologies that enable companies to enhance customer loyalty and retention, and meet the demand for personalized products and services in new and profitable ways, the speakers stressed.
At the same time, the approach of EV in matters of digital customer experience was presented, with the speakers emphasizing that the design of the right experience is crucial for the success and development of the business and is its main competitive advantage.
In particular, it was reported that, with the help of a team that combines a wide range of expertise and skills, businesses are able to create useful, engaging and enjoyable experiences, enhance loyalty and create unique human stories that customers can and want. to share.
According to the speakers, digital technology and innovation create opportunities to improve people’s lives and shape a better future, and that is why people need to be at the heart of the process. Businesses need to design experiences that make technology more accessible and humane, and focus on what really matters, not just to their customers, but to their people as well, so that they can gain their trust.
Source: Capital
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