Digital customer experience (DCX) covers every interaction a customer has with a business through digital channels: the customer portal, mobile app, email automation, AI chatbot, knowledge base, in-product onboarding, billing emails, and account dashboards.
For most B2B and B2C businesses, 80%+ of customer interactions are now digital. DCX has become the dominant driver of customer retention and satisfaction, far outweighing the relatively rare phone calls or in-person interactions.
For the full strategic framework and platforms, see our digital customer experience article.