The Digital Experience Playbook
The Qualtrics Team | April 22, 2020


In recent months, global pandemic and economic stress have forced every business to undergo a rapid and forced organizational transformation. Digital commerce, content, account management, self-service and customer experience are being tested against rising consumer expectations. If brands weren't focused on digital before, they must make it a top priority today to minimize business disruption. 

The brands that will survive and thrive in this new era will be those who have invested in digital transformation and more importantly, understand digital experience management.

Given the significant increase in the number of customers who are interacting with companies through digital channels, companies can no longer afford to deliver substandard digital interactions. The result of a poor digital experience will directly impact the bottom line. Digital has become the backbone of customer loyalty. So if you want to remain competitive, you need to be thoughtful and deliberate about how you’re designing and managing customer experiences through these channels.

In this guide, we’ll provide the 3 key ingredients to a world-class digital experience to help you design and deliver experiences that drive customer spend, satisfaction, and loyalty during this unprecedented time.

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