The second annual State of Customer Engagement Report by Twilio revealed that digital communications were critical to business survival in 2020, and that the solutions that were built will shape business success in the post-pandemic economy.
“For nearly every organization dealing with the impacts of the pandemic, increased digital engagement was a core part of their solutions. From remote learning to work-from-home contact centre agents, to vaccine distribution logistics, digital communications have played a critical role. We expect that to accelerate through the pandemic recovery and become the new normal,” said Glenn Weinstein, chief customer officer at Twilio.
Trends highlighted in the report include soaring digital interaction between businesses and customers, and what this means for personalization; the rise of the agile workforce; how highly regulated industries are leading in digital adoption; the next generation of video; and how businesses are choosing to build unique experiences.
- Red tape not a barrier to business. 86% of APAC companies across finance, government and healthcare report COVID-19 spurred their highly regulated organization to explore new strategies to serve customers. 78% of the same companies report it will be critically or very important to their success going forward.
- 2020 catapulted Singapore into a hybrid economy, with nearly every in-person interaction having a digital element. 93% of Singapore business leaders report that COVID-19 accelerated their move to the cloud, equipping companies with the flexibility to serve customers from anywhere. 95% plan to increase or maintain their current communications channel offerings after the pandemic, and expect to add an average of four new channels this year.
- Digital engagement is essential to Singapore’s business survival and success. 90% in Singapore report that increased customer engagement during the pandemic drove new customer insights. 82% report digital customer engagement will be critically or very important to their success going forward.
- Companies that adopt a “builder” mindset will survive. 89% of enterprise decision makers in Singapore report they will choose to build communications solutions to meet customer demands in the future, rather than buy a pre-configured solution. 91% of C-level executives in Singapore found developers were crucial to solving business challenges brought on by COVID.