Organisation-wide digital transformation, influencer marketing and sourcing locally will exercise their staying power this year.
Initial lockdowns encouraged many customers to try new brands. But with customers increasingly looking to experiment with new brands, businesses can no longer blindly rely on customer loyalty. They now need to prioritise CX, personalise content, offer features like video chat and incorporate new technologies like AI to meet new customers’ requirements.
Brands now understand that they can adopt digital solutions to streamline their entire organisation, right from communication and transactions to deeper business functions. The process of digital transformation also extends to how businesses choose to manage their data.
Similarly, global supply chain issues nudged companies to go local in terms of offering quality products and relying on localised supply chains. Finally, influencer marketing is no longer just a B2C favourite. Instead, B2B brands are also relying on influencers to improve their overall CX.
[5 minute read]