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1
CHANGE OF EXPECTATIONS
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2
THE BUYER’S JOURNEY
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3
TECHNOLOGIES IN ACTION
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4
HOW THE FUTURE LOOKS
The radical events of the first half of 2020 have combined to have a dramatic impact on public priorities and expectations: the ongoing climate crisis, the Covid-19 epidemic and the global Black Live Matter protests have caused significant shifts, and continue to shape the outlook of consumers as the year progresses.
Furthermore, nearly three-quarters (71%) of U.S. adults said brands have a role to play in responding to the issues of racial injustice, according to recent survey results from Opinium and Marketing Dive.
Consumers are now less likely to be tolerant of vague statements and expressions of ‘value’ and are demanding more concrete and demonstable actions towards making progress on the issues that matter to them. In some cases, corporations have been seen to have made superficial commitments for public effect rather than an effort towards real change.
Radical situations require radical solutions. Find out all about them in the full report.
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71%
will lose trust in brands that put profit over people
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50%
of consumers expect to shop online more frequently
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66%
think the pandemic accelerated digital transformation
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45%
are investing in real-time decision engines
The world has been forever impacted by Covid-19. We have all been forced into new daily routines that profoundly impact our experiences in all aspects of our lives.
Consumer behaviors are evolving rapidly as traditional experiences become increasingly reliant on digital technology to forge meaningful interactions.
We are seeing many new or adapted behaviors emerge across the buyer's journey, including an “online first” mantra, contactless exchanges, curbside pickup, omni-channel fulfillment (buy- online with in-store pickup), etc.
Interestingly, we are seeing prospects entering the sales funnel already well within the “Consideration” phase, equipped with much more knowledge than ever before.
Today businesses have been given a generational opportunity to “wow” consumers with seamless, personalized experiences that will impact the way customers buy and interact with brands for years.
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75%
of US consumers have changed their shopping behavior
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54%
of consumers take more time to evaluate what they buy
It is no news that Covid-19 has accelerated the pace of change, and that now, more than ever, companies have had to quickly adapt -or are underway- to meet consumers' new digital demands.
Consumers worldwide were forced by the circumstances to become more digital. Their shopping patterns and daily activities have been reshaped. They now exercise, connect with family and friends, have doctor’s appointments, job interviews and even school lessons through video conference.
In this context, companies have been forced to accelerate their digital transformations and the way they cater to their consumers needs to be able to stay relevant for their clients and try to stay ahead of the game.
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82%
of CEOs are making their companies more digital
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51%
of decision makers will invest more in automation
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23%
define and track metrics
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80%
of jobs will be transformed by automation by 2030
With all the changes that companies and consumers have faced in the past few years, and the acceleration that we all went through in 2020, there are some key aspects that we can not miss.
The future of CX is diverse. Is a future where Experience Designers and Data Scientists work together with Business Stakeholders and Marketing Analysts to create relevant products and services.
We can not stand for a future of silo customer experience, we need integration and a transformation on how we think of customer experience.
Companies that want to grow their business will invest this way, they will transform from the inside out. The ones that don’t will be left behind.
To know more about what the future of CX looks like, download the full report.
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86%
of buyers are willing to pay more for a great customer experience.
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2020
CX is the key brand differentiator
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1
CHANGE OF EXPECTATIONS
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2
THE BUYER’S JOURNEY
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3
TECHNOLOGIES IN ACTION
-
4
HOW THE FUTURE LOOKS
