If we look at it as a real separation, it would be meaningless to distinguish digital customer experience from customer experience usually, in a world where digital and physical merge. Whatever the channels are used the client is one.
All digital and non-digital touchpoints must be linked together Consistent with each other.
Digital points, whether they are applications, websites or screens, involve active customer interaction when clicking, opening and scrolling.
Digital channels need to be innovative, constantly updated and re-designed
Digital channels can be considered new and complicated, and their interfaces should therefore be as intuitive as possible.
