It’s no surprise that digital engagement was a critical factor to business survival in 2020. For many companies, big and small, updating business from face-to-face to exclusively digital interaction had to be done in a matter of weeks, in order to keep operations going.
Going digital became not just a ‘nice to have’ but a ‘necessity to survive’ with 96 percent of business leaders reporting that NOT digitising customer engagement would have negatively impacted their business, from revenue loss to an inability to meet customer expectations.
And while reacting quickly to COVID-19 to improve digital customer engagement had its’ hiccups, it also came with a massive increase in customer data. 90 percent of our respondents reported a huge uptick in customer insights as a result of greater customer engagement during the pandemic. With this nearly 50 percent increase in digital interactions, companies can create better customer experience and thus, higher customer satisfaction by personalising their digital communication and meeting their customers on their preferred channels.
See more key consumer engagement insights in the United Kingdom and across EMEA in our annual State of Engagement Report here.