Digital transformation and the rise of new technology has had a huge impact on our world in recent years. Companies are adapting their business models to suit a connected age, but it’s not the business leaders that are responsible for pushing the majority of the change – it’s the customers.
Today’s customers expect fast, customised, and connected experiences that are available on their favourite channels, in a way that suits them. In order to keep up with this new style of customer, businesses need to embrace technology that will allow them to embrace an agile and evolving strategy for customer experience (CX),
How Are Customers More Digitally Savvy?
For years now, customers have been embracing new digital strategies for purchasing, customer service and more. The rise of intelligent mobile devices, smart speakers, apps, and automation has created a very different environment for all of us. The result is an informed customer that expects more from the standard business leader.
Today’s consumers are always connected, aware of the possibilities of technology, and ready to embrace new experiences. Although this trend has been evident for a while, it’s become increasingly essential in the age following COVID-19. The shutdown of traditional shopping and service methods has increased demand for access to simple digital experiences.
Today’s consumers are now using online channels, social media, and countless other tools to gravitate towards a contactless shopping experience. According to some studies in the UK, 36% of customers said that during the pandemic they had their first experience with video calling, while 15% used online grocery shopping for the first time.