Reinventing the future customer purchase journey
For companies that cater to the end-consumer, the future is arriving more quickly than anyone imagined just a few short months ago, accelerating digital trends that had already been transforming consumer behaviour. The COVID-19 pandemic, for example, has expedited the pace of behavioural changes around the world in how people live their lives — how they work, eat, communicate, play and learn. And this extends to consumption patterns, too, in every category, including groceries, entertainment, healthcare and even data.
Businesses need to understand how this new world affects all of their touch points with the customer if they are to actively reinvent their own future and not be at the mercy of external events.