VJSoft Solutions LLP

Where technology meet the talent

THE CUSTOMER EXPERIENCE

I am not talking about the actual Pokemon game but the game IT professionals are playing today in catching up with the customer expectations. We all know that this game is addictive and far trickier.

Life has not been simple for marketing or IT and looks like it will never be. You may be feeling that our clients are becoming increasingly sensitive about the looks of the application. Possibly, because their customers have changed and digital transformation around them has picked up at a crazy speed.

Digital is an extremely convoluted area since it’s not a single product or a single solution. It has a different meaning to different people and you may be surprised a section still feels that digital transformation is much in Vogue (or just a buzz word). Well to demystify this there is a Digital Service Line in VJSoft, and here I will try to focus on one key element of Digital – THE CUSTOMER EXPERIENCE. Though digital has permeated the operations and backend processes as well but CX is the area that touches your end consumer and hence my focus for this Blog.

Unlike in the past, I have started liking my customers who are very particular about their UI – User Interface, everything has to be PIXEL perfect, and this is a pretty standard ask. But is it all about UI, perhaps not. It’s the overall experience of using the application (or app), which makes it complicated.

  • Engaging UI
  • Usability
  • Intuitive
  • Simple
  • Attractive
  • Interactive
  • Conversational
  • Immersive
  • Enjoyable
  • Consistent
  • Yet unique
  • Mobile device friendly

The list could be finite but it keeps on growing. “Your UX offering should be usable”, that’s how one of the VJSoftian puts it. I am sure you get all the intended pun!

 Why it is so important?

“By 2017, 89% of respondents expect customer experience to be the primary basis for competitive differentiation and there's lots of room for improvement.” – Gartner

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