How digital experiences are fueling the new digital economy
Summary
New expectations are the new normal In 2011 venture capitalist Marc Andreessen observed that “software is eating the world.” Ten years later, the coronavirus pandemic has only made tech hungrier. When a check can’t be deposited via a credit union’s phone app, when a local restaurant’s website doesn’t load, when a digital storefront is not integrated with familiar payment processors — customers simply leave. Armed with a wealth of data and a powerful set of new tools, the next generation of industry leaders will be those who focus on continuously improving the digital experience they provide their customers. A portion of your website that seems intuitive and friendly to your design team might in reality be a point of consumer friction; another page might send unduly high numbers of customers to their browsers’ “back” buttons. The most successful of today’s major digital economy players, like Amazon, Netflix, and Google, are constantly tweaking their websites and updating their apps in hopes of producing “stickier” and more convenient experiences.
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