The Digital Transformation Journey - A Nearshore Americas Expert E-Book - 5

The Digital Consumer

There are three crucial factors to capturing, and keeping, a digital consumer: end-user experience, quality of service, and quality of information.
End user experience
The user interface, whether on a smartphone, tablet, or home computer, should be intuitive and easy to use. Some of this can be established by
utilizing known and standardized interfaces, but there is room also to innovate based on a proper analysis of which interface features drive engagement, and which ones tend not to be embraced.
Quality of service.
Though, to some extent, this is dependent on device and network integrity, quality of service (QoS) is also a function of innovative and eﬃcient software design. The modern digital consumer is impatient, and has little time for applications that load slowly or, worse, are prone to crashing.
Quality of information.
Digital transformation is of little value if it is not based on delivering the highest quality of information. Poorly informed automation can result in
proactively pushing engagements that can, in fact, generate negative results - and actually drive customers away. Having the highest quality of
relevant information is foundational. Without it, there is no basis for even the most advanced digital service.

The Digital Transformation Journey - A Nearshore Americas Expert E-Book

Table of Contents for the Digital Edition of The Digital Transformation Journey - A Nearshore Americas Expert E-Book