Exponea, the global market-leading Customer Data and Experience Platform (CDXP), launched its “New Normal” framework in response to COVID-19. The framework includes a comprehensive self-assessment exercise, placement on the New Normal Ecommerce Quadrant, and a tailored step-by-step guide to improving a company’s position based on results.
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Volatility in customer behavior patterns has drastically increased since the global shelter-in-place mandate, making an already challenging landscape even more unpredictable. In order for businesses everywhere to sustain and grow during this time — particularly those being forced into digital transformation out of necessity — Exponea advocates for maturity improvement in two primary areas:
- Understanding customers: a continuously updated view of how customer behaviors are changing moment to moment
- Understanding capabilities: implementing the digital capabilities needed to execute on understanding; specifically those related to omnichannel communication and quick response times
The New Normal assessment aims to gauge a company’s standing in these two areas and deliver the next steps needed to immediately begin improving their odds of survival.
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“Retailers are going to feel the effects of shelter-in-place for a long time, whether or not the mandate is lifted,” said Peter Irikovsky, CEO and Co-Founder of Exponea. “Just in the last few weeks, our users have seen an influx of customers, fewer touchpoints to purchase, traditional channels outperforming ‘smart’ or AI-powered channels, wildly different email behaviors, and so on. Their success in the face of all this has been the ability to repeatedly pivot in an instant. We released this framework because we believe it delivers a powerful, yet simple directive for surviving and thriving in the ‘new normal,’ and we want every retailer to be able to take advantage of these insights and launch their digital transformation with the right steps.”
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