The travel restrictions and national lockdowns put in place to contain COVID-19 have disrupted the business models of many industries – from retail to hospitality. Online shopping emerged as the clear winner of 2020. To survive, in this new business climate, companies must make it as easy as possible for customers to shop directly from their homes. This means investing in the digitalization of the customer journey.
In the first article of this series, we explored how the challenges of 2020 have impacted our daily routines. We reflected on the kind of changes in consumer behavior, and how those changes may have effects that stretch far into the future.
Businesses took on these challenges with a variety of responses, some more effective than others. We saw that one indicator of effectiveness is whether a business has the flexibility necessary to meet unusual consumer demand.
In this blog series we aim to share pioneering success stories in the fields of omnichannel communication and digital customer experience. To do so, we have extracted clear examples for you of strategies that are best addressing consumer needs across various industries.