As a business owner, you might be wondering about which one of these is better for your business: customer experience or digital customer experience. You should understand the main differences between customer experience, which is also known as CX, and digital customer experience, which is known as DX.
Read on to learn more.
What Is Customer Experience About – An Overview
You might want to think of customer experience as an umbrella term that encompasses digital experience. In simple words, the digital customer experience is a key aspect of your potential customer experience strategy, which is actually pretty evident if you look at the definitions of each term.
Customer experience is essentially about how your customers experience and perceive all of their interactions with your business. With that said, a great or exceptional customer experience comprises meeting or exceeding the expectations of your customers during all interactions with your business.
What is Digital Customer Experience – An Overview
A digital customer experience, which is also referred to as CX, refers to the full range of online interactions that your potential customers have while interacting online with your business. Most of these online interactions take place on two important online contact points:
- Your business website
- Your business app
However, you cannot rule out social media interactions, email communication, and even live chats with the chatbot or a real agent on your website, as these play important roles in how your customers engage with your business online.
The Importance of Improving Digital Customer Experience in 2025
In 2025, your business must establish an online presence to connect with your existing clientele and ideal customers, which is why you should leverage the best digital customer experience services so that you can effectively address the needs, behaviours, attitudes, and values of your customers.
By improving the digital customer experience, you can expand your customer base as more and more people are going digital to the point of making most of their buying decisions while scrolling for products and services online.
Understanding the Difference between CX and DX
It is incredibly important to understand the difference between customer experience and digital customer experience. Why, you might ask? The reason is that as the world has gone digital, the behaviour of customers has changed, too, which is why there is no great customer experience without an amazing digital experience.
Today, your customers don’t think about their experiences in digital and non-digital terms. Customers want to access their products, services, and companies in the way that is the most convenient to them, which is where the holistic approach of digital customer experience comes in as it helps businesses create consistency in the customer journey, which in turn creates customer loyalty and helps businesses retain customers for the long run.
Collaborate with Sutherland for Great CX Solutions
If you want to take your business’s customer experience a notch higher, you might want to collaborate with Sutherland and ensure that your business establishes a human-centric digital customer experience across every connection point. Today, technology is key, and if your business has the ability to adapt and integrate technology, then you can outshine your competitors.
