The expectations of the customers have changed - and not slowly. They have jumped. The customers in 2026 do not simply compare you with your immediate competitors, but they compare your experience to what they have experienced the best in any given place. That is where CX (Customer Experience) digital transformation comes in. CX digital transformation is the application of digital technologies in enhancing the interaction of businesses with customers at all their touchpoints. It is not just restricted to sites or applications, but it encompasses support systems, communications, back-end processes, and data consumption.
