The Digital Customer Experience (DCX) is an all-encompassing term for every interaction a customer has with a business via its digital presence. In today’s business environment, this extends beyond a traditional website or email. Digital marketing campaigns have transformed how customers perceive and engage with new and existing brands and, in some cases, have even challenged brand loyalties.
DCX has revolutionized customer interactions through chatbots, websites, and social media. While a robust website was once the hallmark of a positive DCX presence, customers now frequently expect extensive personalization options on websites, secure access to account information, and, when appropriate, dedicated mobile apps for interacting with a business.
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