As businesses around the world were forced to shut their physical shops and placed under immense economic pressure, only those who could leverage technology to pivot and realign their strategies were able to survive, and in some cases, thrive.
Customer expectations have also shifted at an unprecedented rate. Even with hopes of a successful vaccine on the horizon, a few changes are here to stay.
Andrew Bourne, Region Manager, Africa, Zoho Corporation takes a look at some of the trends that have shaped customer experience in 2020, and what we can expect in the coming years:
1 Contact-less customer experience
Businesses have had to pivot to a no-touch model for the delivery of goods and services. Contact-less experiences are here to stay, and this is now evident in customer preferences. For example, as many as 73% of customers would prefer a self-checkout option at supermarkets. There has also been an increase in the use of digital signature software.
この記事は Your Business の December 2020/January 2021 版に掲載されています。
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この記事は Your Business の December 2020/January 2021 版に掲載されています。
7 日間の Magzter GOLD 無料トライアルを開始して、何千もの厳選されたプレミアム ストーリー、9,000 以上の雑誌や新聞にアクセスしてください。
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