The online world is getting more and more crowded
Consumer journeys have permanently changed due to the pandemic. With every business going digital, customers are now spoilt for choice when choosing who to do their business with - which is why staying ahead now requires a strong omnichannel strategy.
According to McKinsey, the pandemic has accelerated the digitization of customer interactions by 3 to 4 years, resulting in up to 65% of customer interactions now happening digitally.
And it’s not just retail or F&B companies that are affected. B2B companies, healthcare service providers, and logistics companies, among many others, have also had to rapidly digitize customer interactions. Financial consultations are now conducted over video calls, and digital marketing campaigns are replacing roadshows.