What is the Role of CX Platforms in Driving Digital Transformation?

The customer experience platforms driving digital transformations can increase a company’s revenue by 20-50%, as demonstrated by McKinsey. Moreover, B2B companies have recorded revenue growth of 10-15% and cost reduction of 10-20% by undergoing CX digital transformation.

These findings clearly show CX’s tremendous potential in digital transformation strategy, customer satisfaction, and business growth, helping them set themselves apart from the competition. In this article, we’ll delve into the role of customer service platforms and digital transformation, highlighting the benefits of CX platforms in propelling digital transformation.

Customer Service Platforms

A CX platform is a ticketing system or a comprehensive program that helps service agents track, manage, prioritise, optimise, and resolve employee requests and customer queries across multiple channels and touchpoints by integrating various tools and technologies. CX platform often uses analytical dashboards, messaging apps, automation software, and knowledge bases.

Mostly, these are integrated with CRM software to give access to contextual data, including who the customer is. The integrated CRM provides agents contextual data such as the customer’s origin, reasons for reaching out, and purchase history—irrespective of the communication channel.

Why There is a Need for Digital Transformation?

In this new media age, a digital transformation is a business approach that uses a business integrating technology like digital channels and devices to provide customers with more efficient, convenient, and personalised experiences. The channels or devices used in digital transformation include Self-service online portals, Social media platforms, Chatbots, Automated support systems, and Tools for data analysis.

The key drivers for digital transformation are:

  • Need for operational efficiency 
  • Changing customer expectations 
  • Evolving business models 
  • Disruptive technologies 

Role of CX Platforms in Driving Digital Transformations

When utilised effectively, CX platforms can facilitate more reliable, quicker, and highly personalised responses to customer inquiries—a feature precious for small businesses. Plus, you can take a record of how customers are taking advantage of your knowledge base for further self-service improvements.

Add Human Touch to Technology

You know that achieving digital CX is more complex than traditional CX, which means it is essential for businesses to combine giving a human touch to technology to help achieve an improved Digital customer experience. It helps the brand establish an emotional and passionate relationship with its customers.

According to research, “emotionally connected customers have a 306% higher lifetime value (LTV), stay with a brand for an average of 5.1 years vs. 3.4 years, and will recommend brands at a much higher rate (71% vs. 45%).” Customers appreciate when they feel connected and are recognised as an individual rather than an ID or commodity.

Personalised and Customised Journey

CX platforms offer segmentation abilities that allow them to divide their clients into different segments based on their preferences, behaviours, demographics, AI-driven algorithms, machine learning, and more. Thus, they can increase the effectiveness of their campaigns by personalising their communication and marketing strategies to multiple customer groups.

  • 47% of consumers check Amazon if the brand they’re shopping with doesn’t provide relevant product suggestions. – SmarterHQ
  • 36% of consumers say retailers need to do more to offer personalised experiences. – Retail TouchPoints
  • 83% of consumers are willing to share their data to create a more personalised experience. – Accenture

Multichannel/Omnichannel Support

By delivering an omnichannel experience, CX platforms help organisations to meet the needs and expectations of modern customers who wish seamless and smooth interactions across various channels.

It is all done by integrating by facilitating the integration of various communications networks like chatbots, email, social media, mobile apps, and websites into a unified experience so they can maintain a personalised and consistent interaction with businesses through preferred channels.

Data Analysis and Integration

To create a unified customer view, CX platforms can incorporate data from multiple sources, such as IoT devices, social media, customer feedback, and, most importantly, CRM systems, to create a unified customer view. As a result, businesses can get valuable insights into the preferences and behaviors of customers, thus enabling them to make informed decisions and tailor their marketing efforts, products, and services to meet client expectations.


Automation is critically essential in CX-driven digital transformation, which helps improve customer response time, resolve issues, and process orders and queries through optimised and streamlined customer service processes. This round-the-clock automation reduces the likelihood of errors, and response time allows the employees to focus on value-added and strategic activities.

Workflow Management

CX platforms can facilitate workflow management and collaboration among different groups, such as the same company’s sales, marketing, and customer service. These collaborations include sharing information and coordinating seamlessly to ensure more efficient customer interaction. By enhancing internal communications and dismantling silos, CX platforms refine the customer experience, thereby contributing significantly to digital transformation initiatives.

Continuous Improvements and Innovation

By working on performance analytics metrics and real-time customer feedback, CX platforms can support continuous improvement initiatives. Through this monitoring, companies can identify areas of weakness, uncover pain points, and make data-driven decisions to make innovations in their services.

They also eliminate bottlenecks and manual effort through customer-facing processes. These things result in cost reduction, improved operational efficiency, and faster response time, enabling industries to adapt and scale to the changing demands of customers effectively.

Final Thoughts

To conclude, the digital transformation journey is only possible with CX platforms in this technological era. These platforms offer convenient, personalised, and connected customer experience transformation using real-time data and omnichannel integration.

Above all, these platforms assist companies in surpassing customer expectations by harnessing the potential of emerging technologies such as NFTs and blockchain. So, as technology is continuously evolving, companies must incorporate CX platforms to remain competitive and deliver outstanding customer experiences.