pla orms. But before you can establish digital confidence amongst your customers, you must first develop it within your own team.
Why Is Digital Confidence Important? When your business provides poor digital experiences, it undermines the validity of your products or services. On the other hand, digital confidence can even enhance an otherwise average product. Aled Miles, CEO of Sauce Labs, discusses the importance of digital confidence in our society. He states: “Let’s think back to the early stages of the 2020 U.S. Democra c primary elecon. You had a has ly assembled and even more has ly rolled out digital voting applica on delay and quite nearly undermine the results of the Iowa caucus. The immediate reac on from both
poli cal organisers and voters alike was to say this is why you can’t trust digital applications for important things like vo ng. In reality, the exact opposite is true. Digital applica ons hold great promise as a means to improve the way we do things in the public sphere, and that includes making it easier for more people to vote. Since the onset of the pandemic, we’ve seen that extended to equally cri cal causes like food delivery, telemedicine, and distance learning. The more confidence we have in organisa ons’ collec ve ability to deliver services via digital pla orms, the more apt we are to take advantage of them. But when you have experiences like the one in Iowa, that confidence is eroded. Instead of using the mobile vo ng app, maybe you don’t vote at all next me. If you have a poor experience with a telehealth platform, maybe you ignore a symptom and don’t call the doctor next me. If your child has trouble logging in to the e-learning module, maybe they just skip school altogether the next day. In the absence of digital confidence, progress gets stalled. That’s why it’s so important to ensure every company can deliver it.”
When developing digital confidence within your business, you must focus on agility and modernisa on. Con nuously monitoring customer experience and applica on performance will ensure that quality is always improving. And digital confidence will follow closely behind.
How Can Businesses Build Digital Confidence?
Why Is Digital Confidence Cri cal Post-Coronavirus?
To create digital confidence within your business, you want to be sure that your customers trust the web and mobile applica ons you are providing. Consider the risks a company might face in the post-COVID world if they are not providing a strong user experience. Digital confidence starts from the top. Business leaders need to recognise the importance of ins lling digital confidence in both their team and their customers. The resolu on to put user experience at the forefront must first be made before digital trust can begin to be built. The paradigm shi caused by the COVID pandemic means that digital change has had to happen at a rapid pace. It is now necessary to place quality user experience above func onality when it comes to creating a great digital experience. In order to build digital confidence, businesses must encourage team
As we begin to bring ourselves out from the plummeting lows of the pandemic that shook the world, it is essential to recognise the changes to business and the consumer. The importance of digital confidence has extended itself further toward cri cal causes like food delivery, digital medicine, and distance learning. The more confidence we have in organisa ons’ collec ve ability to deliver services via digital pla orms, the more apt we are to take advantage of them. Our reality has transformed, and the push for businesses to engage with customers via digital pla orms has become a requirement for the restora on of consumer confidence. In an unprecedented economic scene, businesses and consumers alike will use digital confidence in a critical role to propel us out of instability. Digital confidence is crucial in allowing enterprises to bounce-back postCOVID 19.
members to step out of their silos and work together to create quality digital capabili es. When teams can work side-by-side, and developers, engineers, product designers commit to building that quality, the silo mentality is broken down. Everyone should be ready to take responsibility for moving toward being a digital business.
And finally, always remember to take feedback into account. A business should work with the mindset of delivering the best possible user experience for its’ customers. Take their opinions above your own and value how your customers feel about your applica on and digital presence. You should create a process of connuous feedback which is available to everyone in the business.
europeanbusinessmagazine.com 19
