A new global study, commissioned by Sinch , finds COVID-19-induced behaviors such as avoiding crowds, flying, and dining out are here to stay, even in a post-pandemic world.
According to the study from Sinch, a global leader in cloud communications for mobile customer engagement, even when the pandemic is over, 58% of people will continue to avoid crowds, 52% will avoid unnecessary travel, 46% will spend less time inside stores and 45% will dine out less often.
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The study also found that, despite a decade of digital transformation, brands have yet to deliver the most useful digital and mobile experiences people say they want in a post-pandemic world, like making and confirming appointments by text, receiving personalized videos, or being able to message with banks, doctors and other service providers. The research report explores the opportunities available for brands nimble enough to transform the value they bring to customers.
Communicating with businesses, friends, and family via messaging, video, and other mobile/online services — instead of in-person — are also behaviors that will endure. As digital communication overtakes physical interactions, organizations are playing catch-up at record speeds, creating demand for new levels of digital and mobile services that businesses have yet to fulfill. But many organizations don’t know which channels their customers prefer and have siloed internal systems and data making it harder to deliver the most valuable content in the most valued channel at the right time.
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What makes this moment particularly powerful is that just as customers are turning away from physical interactions and transactions, the ecosystem of tools and channels that empower digital conversations is exploding. Facebook Messenger and WhatsApp, the most popular messaging apps in the world, now claim 3.3 billion monthly active users. And yet, the research shows enterprise brands have been slow to innovate via messaging.
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