Chances are, digital channels are the first touchpoint a customer has with your brand — especially if they discovered you through a Google search or recommendations site like Yelp. Even if you’re a retailer, your customers may search online before visiting a store. 

For service businesses such as banks and insurance providers, the digital customer experience is a natural extension of the customer relationship; customers want to be able to use digital channels to contact you, update account information and perform transactions. 

The digital customer experience is the sum of digital interactions between a customer and a company, and the customer’s resulting impression of the brand. This includes front-end services and supporting back-office processes typically designed to provide speedier, more convenient customer support than offline channels. 

In this Special Report, we explore what it takes for companies to build a top-notch digital customer experience. You’ll discover the following:

• 6 hallmarks of an omnichannel customer experience 
• 4 common mistakes businesses make in the digital customer experience
• How to optimize various digital channels for their best use cases
• 5 case studies of good digital CX from Amazon, Home Depot, Sephora and more