As the world was propelled into a global pandemic, organizations from every industry have had to change the way in which they engage with customers in order to both retain legacy and attract new customers in a turbulent period of behavioral change. The way brands had previously been engaging with customers had to drastically shift, to not only communicate through new and adapted channels but also to connect at a level that promotes long-term consumer loyalty and brand affinity through exceeding customer expectations and maximizing customer experiences. Though undoubtedly recognized as a challenging period, business leaders that are able to achieve this high level of engagement have the opportunity to leave the global pandemic era with a larger slice of the market share pie.
For the last twenty years, companies have been gradually transforming themselves with digital technologies to adapt to new realities of the internet and mobile. All of a sudden, these decade-long digital transformation roadmaps got compressed into days and weeks in order to respond to the realities of shelter in place. Businesses in every industry had to figure out how to reach their customers, essentially overnight, while many workforces were moved to working remotely. COVID-19 accelerated companies’ digital communications strategies substantially, while 97% of enterprise decision-makers believe the pandemic sped up their company’s digital transformation.
So how can we use this digital transformation to fuel the future of better customer communication and engagement? And how can we truly build better customer connections in this new normal, for now, and the future?
Join Twilio and a select group of senior thought-leaders to share best practices within customer engagement, discuss shared challenges in moving digital transformation forwards, and understand the future of customer experiences.