Enhancing Customer Experience with Digital Transformation

In customer experience (CX), the closed-loop feedback (CLF) model has been a cornerstone for over two decades, originally designed to ensure responsiveness and adaptation. It's time for a change. With the advent of artificial intelligence, it's clear that merely adapting this model isn't enough. It's old tapes. It needs to evolve. Here's what's next: Real-time Interaction Management: Traditional CLF reacts to feedback after the fact. And, traditionally, closing the "inner loop" requires a human to follow up. AI turns this on its head. Imagine a system that adjusts the customer journey in real-time based on predictive analytics, reducing friction points before they affect the customer experience. Large Action Models: We all know that AI can dive deep into data lakes to instantly identify patterns and root causes of customer dissatisfaction. This rapid analysis allows companies to not only close the feedback loop faster, but also implement more effective solutions. This will come in the evolution of Large Language Models, or LLMs, to LAMs, or Large Action Models. Continuous Learning Systems: AI transforms CLF from a loop that ends into continuous cycle of improvement. These systems learn from each interaction, constantly updating and refining strategies to enhance the customer experience. This means that the feedback loop is ever-evolving, driven by AI's ability to adapt to new information and complex variables, seamlessly. CX leaders have to embrace AI's potential to redefine our foundational practices. It's time to innovate beyond the traditional CLF and leverage AI to deliver personalized experiences, and at scale. How are you thinking about adaptive, predictive, and personalized CX strategies? Your answer can't be to hire more people to close more loops. #customerexperience #ai #journeymanagement #survey #CLF

For years, companies have invested in portals and central hubs full of knowledge articles, training, onboarding content, and support. But let’s be honest: the experience is often clunky. Customers don’t want to browse a library. They want answers. Now, AI-powered search promises a shortcut: ask a question, get the answer. I often find myself in healthy debates with UX teams—will everything just become a search bar? Do we even need structured design anymore? But here’s the reality: AI is only as good as the content, structure, and experience behind it. Without thoughtful UX, even the best AI surfaces irrelevant or confusing results. In complex B2B environments, that erodes trust instead of building it. Leading teams are taking a layered approach: Start with structure. Map what customers need at each phase: onboarding, adoption, troubleshooting. Design with intent. Build role specific, outcome-driven experiences not just content dumps. Then layer in AI. Use it to accelerate access, not replace design. The future isn’t “search bar over sitemap.” It’s purposeful UX amplified by AI so customers get what they need, when they need it. How are you evolving your self-serve strategy? #DigitalExperience #CustomerSuccess #AI #SelfService #B2B #CustomerJourney

AI can enhance client experiences. But it also has the potential to destroy them. I spend a lot of time building customer experiences that are digital pure plays, those that connect digital to physical, and everything on that spectrum. As much as I draw on my hospitality experience, I also draw on my twenty years implementing technology transformations at scale. One of the biggest AI areas of focus right now is enhancing the retail shopping experience. I see a lot of retailers rushing to implement AI strategies - somehow AI is going to solve every efficiency and personalization challenge they ever had. With a lot of new technology, I see companies rush to jump on the implementation wagon. And like many human behaviors - we think more of something is better. My view (and advice) is more measured. I believe that any implementation of AI needs to consider human psychology and the wants, desires, and innate drivers of human satisfaction and happiness. Sure, AI has the potential to personalize your entire experience to an extreme - mining data to give you the most customized experience of your life. Products that immediately delight you, the ability to show you things that are perfectly suited to your personality, solve your problems before you know you have them. Wow, right? But what happens, when you remove the innate human need for the thrill of the “hunt” and discovering a new product, you remove a sales associate who knows you, and takes the time to show you some products that produce conversation - social interaction – and them makes an investment in time and energy in getting to know you? This speaks to our basic human needs to feel seen, acknowledged, cared for, prioritized and more. Over time, AI may be good enough to manufacture these emotional moments, but that time is not now. While AI has a clear and powerful place in experiences, as with all technology, the companies that take a 360 view and really integrate human needs into their strategies will ultimately stand out and above those that rush to “AI everything”. The smart companies are implementing a blend of AI and other technologies that enhance efficiencies, service, accuracy, and speed - while blending core human psychology into the strategy. Unfortunately, today, too many CX strategies fail to consider emotions, desires, and complex human needs when designing technology use cases. 

💡 SAP Customer Experience (CX) is the Missing Link in Most Digital Transformations. Companies spend millions upgrading their ERP, optimizing supply chains, and automating financials. Yet, many still struggle with customer experience. Why? Because ERP alone doesn’t drive customer engagement. A true digital transformation isn’t just about back-office efficiency—it’s about how you engage, sell to, and support your customers. 💡 Here’s where SAP Customer Experience (CX) bridges the gap: ✅ SAP Sales Cloud – AI-powered recommendations, seamless CRM & ERP integration, and guided selling. ✅ SAP Service Cloud – Proactive issue resolution, AI chatbots, and omnichannel support. ✅ SAP CPQ (Configure, Price, Quote) – Faster, automated quotes that improve sales velocity. ✅ SAP Commerce Cloud – A fully integrated B2B and B2C digital storefront. 🚀 What does this mean for your business? Sales teams stop wasting time on disconnected tools. Customers get faster, more personalized service. Every customer interaction is backed by real-time ERP data. 👉 The bottom line? A true digital transformation includes both ERP + CX—because the best-run businesses don’t just optimize processes; they optimize customer relationships. At ASAR Digital, we help businesses bring SAP ERP + CX together for a seamless front-to-back transformation. Is CX a missing link in your digital strategy? Let’s discuss. 👇

I’ll never forget a conversation I had with the CEO of a major retail chain. They had poured millions into “digital transformation”—a new eCommerce platform, AI-powered analytics, and even a sleek mobile app. But their bottom line hadn’t budged. “We’ve done everything right,” they told me, “But where are the results?” This isn’t an isolated story. Gartner reports that while 91% of organizations engage in digital initiatives, only 40% achieve expected outcomes. Digital transformation isn’t about shiny tools; it’s about delivering measurable value. The Foundation of Tangible Digital Transformation True digital transformation solves real problems and drives outcomes. For the retail chain, their digital investments weren’t integrated. Online data wasn’t personalizing in-store experiences, and AI tools were underutilized. By creating a unified data strategy, we helped them achieve a 20% boost in cross-channel sales within six months. Keys to Success: ◾Define Clear Goals: Always start by asking, “What problem are we solving?” ◾Adopt Technology Strategically: Use tools like AI or IoT only if they align with objectives. For instance, in healthcare, AI reduced diagnosis times by 30%, saving lives. ◾Empower People: Technology succeeds when paired with the right culture. Companies that invest in employee training are 4x more likely to succeed. The Cost of Getting It Wrong Failed digital transformations cost companies over $900 billion annually, according to Forbes. The impact isn’t just financial—it’s reputational. Customers expect seamless experiences. For a telecom client struggling with churn, we implemented a centralized CRM, improving retention by 15% and cutting inefficiencies by 20%. What Tangible Results Look Like: ➡️ Efficiency: Automation saves time and money. ➡️ Revenue Growth: Personalized customer journeys increase retention. ➡️ Customer Satisfaction: Seamless service builds loyalty. For example, AI-powered route optimization helped a logistics client reduce delivery times by 25%, boosting repeat business by 10%. Navigating Challenges Legacy systems, resistance to change, and skill gaps can derail progress. At Devsinc, we tackle these issues with phased migrations and workshops to build confidence in new technologies. The Human Element Digital transformation isn’t just about technology—it’s about people. For the retail chain, success came from reconnecting with customers through personalized interactions, rebuilding trust, and driving sales. The Path Forward Digital transformation is a business necessity. To succeed, you need a clear vision, the right tools, and a focus on measurable outcomes. At Devsinc, we’re passionate about empowering organizations to cut through the noise and achieve lasting impact. Because at its heart, transformation is about creating meaningful change—and that’s a journey worth taking.

🚀 AI can transform customer experience — but only when it's applied with purpose. From customer journey mapping to predictive support, enterprises are turning to their digital consulting partners to embed AI where it drives real business outcomes. Here’s how we are making it happen 👇 🔍 1. Customer Journey Mapping + Use Case Identification We decode friction points and map “moments that matter,” then identify where AI can add the most value — from churn prediction to next-best-action models. 🎯 2. AI-Powered Personalization & Recommendations Using deep learning, behavioral segmentation, and recommendation engines, we help enterprises deliver personalized content, offers, and experiences — at scale. 🛠️ 3. Proactive Support with Predictive AI Predictive models and AI assistants anticipate issues before customers even notice — driving loyalty, reducing support costs, and boosting satisfaction. 💡The real power of AI isn’t just in the algorithms — it’s in applying them where human experience and business goals intersect. 👉 Are you seeing success with AI in your CX journey? Would love to hear your experiences. #AI #CX #DigitalTransformation #CustomerExperience #VPspeak