How COVID-19 has changed consumer behaviour for good
The pandemic has fundamentally changed the world as we know it. People are living differently, buying differently and in many ways, thinking differently. Supply chains have been disrupted. Retailers closed their doors. Consumers across the globe are looking at products and brands through a new lens. More than ever, businesses must be able to react to sudden and dramatic changes in their supply chains, in their customer interactions, in continuously changing demand patterns, and in how and where their employees work. The industry is reshaping in real time, rapidly accelerating long-term underlying trends in the space of weeks. Our research indicates that new habits formed now will endure beyond this crisis, permanently changing what we value, how and where we shop, and how we live and work.
Building the CX foundation to navigate uncertainty
Businesses need to reassure customers and employees, stabilise operations and reconfigure their operating model and capabilities to respond to this changing landscape, adapting systems and establishing new partnerships and ecosystems to retain new and existing customers. Many are realizing that their digital channels and platforms are not equipped for this huge surge in demand. Although the situation is evolving very differently across geographies and industries, one common theme recurs: the need to sense in real-time, adapt and shape offerings for the new reality. Digital commerce acceleration will force businesses to revisit and even reimagine their digital strategy in order to capture new marketplace opportunities and a share of new digital customer segments.
Intelligent experience management
In order to serve the customer, companies need to evolve to delivering journeys without boundaries. The opportunity for companies is to give your customers the freedom to choose you, every time they have a choice. More than ever now, technology serves as the key to unlocking that freedom. New ways of connecting, working, buying, experiencing.
Our intelligent experience management framework addresses all dimensions of the CX lifecycle to implement an integrated CX platform and unlock new capabilities.
As we emerge from the COVID-19 situation, there is a need to both accelerate digital capabilities as well as refocus on the customer and address the customer experience using intelligent, agile and cloud capabilities. Fixing the foundation and accelerating digital and analytics capabilities is critical to compete, survive and thrive in these uncertain times. Our CX roadmap unlocks your customer engagement and experience potential.