Digital Experience Transformation – Key strategies to realising the power of digital experience and keeping ahead of customer expectations
Jason Stidworthy Head of Digital at CBHS Health Fund Ltd
Peter Hind Senior Analyst at ADAPT Writer
Justina Uy Content Producer at ADAPT
ADAPT, in partnership with Progress, conducted a Digital Executive Workshop to debate most effective ways to provide consistent digital services proactively, in a personalised way and across multiple channels, all at the same time. The scene was set as Peter Hind shared findings from ADAPT’s April COVID-19 Response & Resilience Survey showing that digitisation of workflow and processes, combined with the need to acquire and retain customers, has moved to the second and fourth most important business priorities for Australian and NZ organisations right now. Your customer’s experience with your company through digital channels includes the website, social media, mobile device, chat, finding goods and services and purchasing—virtually every touchpoint makes up the “digital experience”.
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