More than 30% of people would stop doing business with you if they have only one bad customer experience (CX). We have explored what makes a great customer experience and in summary, it takes only a few things: speed, convenience, knowledgeable help and friendly service.

The good news is that technology has made it easier for many businesses to meet these customer needs. The not-so-great news is that more than 70% of people still want a human element in their customer experience.

Combining the human element and digital tools

You may be wondering if you still need digital tools to improve customer experience when the customers have requested a human element. The idea is not to fully lean on one or the other.

Rather, digital tools should complement you or your employees (the human element) and make it easier for you to provide an exceptional customer experience.

For instance, being able to see the personal details and preferences of your customers while you are speaking to them can help tailor how you provide a service to them or upsell them. You won’t want to offer discount animal products to one of your vegetarian customers, for example.

Ready to check out a whole spectrum of digital tools for improving CX? We’ve put together our top picks in the infographic below.