Providing customer experiences encourages their recommendation to third parties which guarantees sustainable growth of the company lin lekhawipat ; reichheld . It guarantees reliable company budgets by having the ability to extrapolate results from the comparison of final benefits obtained and customer behavior throughout the Digital Marketing Service customer journey dec . It facilitates improving the roi of digital transformation by designing the best products and tools for the customer turletti . It visibly improves the company's brand image due to the innovation of its processes the differentiation and quality offered quevedo de la fuente delgado . Improve the employee experience . It is easier to manage happy customers which optimizes the company's human resources dec congress.
On the other hand the employee's listening and empathy are enhanced in personal attention leaving the technology to provide the relevant information to each interaction in its context mario taguas . In order to act on the customer the first step is measuring their experience as a user of the brand . Each point of contact between the customer and the company or touch point generates a significant amount of data from multiple sources and formats and from various channels stiga in dec . This complex and massive information sometimes completely unstructured requires computer processing that identifies and consolidates the data collected from new hardware and software developments.