Founded in 2015, Appinventiv is a full-stack iOS, Android and web development company that works with disruptive startups & Fortune 500 companies. Within just five years, the Appinventiv team has developed over 900 mobile apps for its global clients.

As social distancing and virtual collaboration has become the New Normal, approach to work & learning, entertainment, and many other aspects of our lives have become completely digital. In the wake of this, businesses have responded, with increasing their pace of digitalization, to provide a better customer experience, and make it seamless for them. In a recent survey by Harvard Business Review, 72% of business respondents said they expect the shift to digital to create closer relationships with customers. This shows that the premise of a digital customer experience strategy is now a reality. So if a business, aspiring for growth, hasn’t yet taken steps toward digital transformation, there is a high risk of falling short of what the competition is up to. Thus, it is important to identify a partner that can help in initiating the digital transformation journey.

As the lines continue to blur between offline and online sales and we see a rise in omnichannel and multichannel models, the need for technology and digital strategies will continue to increase. The customer experience space is going through an unprecedented transformation in the last few years, fueled by innovations in IT and digitization. This has been further accelerated with COVID. With the government’s vision of becoming a $5 trillion economy by 2025, initiatives such as ‘Make in India’ and ‘Digital India’ are also proving to be big catalysts in realizing this vision of a digital-led transformation.

Companies are rapidly adopting digital technologies such as artificial intelligence (AI), machine learning (ML) and data analytics to stay ahead of the curve, redefine business models and provide newer and efficient ways of customer engagements. From AI chatbots and virtual rooms to data driven marketing and omni channel models, all these approaches and tools have become mainstream. Data has become the biggest asset to build the right experience for your customer. Customer data on their buying patterns, preferences can help brands build a customized yet integrated experience on various touchpoints. Another popular form of customer experience is to have a 24x7 service that addresses customer issues in real time. For instance, A Forrester research report indicates that 63% of visitors are more likely to revisit a brand’s site that offers a live chat. Such is the power of digital!

A Harvard study on customer experience further revealed brands that used more channels were able to keep more customers as compared to those who just had a single window. Omnichannel has been adopted globally, which helps retailers to dynamically respond to nonstop consumer demands. Gone are the days when customers used to frequent visit stores or be loyal to a brand with their product! This is now the digital age and the customer today demands a seamless experience across multiple channels and touchpoints. As omnichannel and multi-channel expands in India in the coming years, we will see massive transformations in how businesses operate and re-invent themselves in the digital age.

Digital has become the backbone of businesses as every organization , irrespective of scale, is looking to improve productivity and meet the evolving customer expectations. Let us be real: Customer expectations will continue to grow and there is no space for businesses which compromise on it. The future will belong to those businesses who can find a partner that can expedite their digital transformation journey.