The New Digital Customer Engagement for the New (Ab)Normal
COVID-19, aka Coronavirus, has literally and figuratively changed the meaning of the tech marketing cliché, “digital or death.” Consumers are still very wary of exposure to the virus and want to get more things done digitally. While this had always been the case with millennials and Gen Z, COVID-19 has forced older demographics, who are even more concerned about virus exposure, onboard.
Businesses are opening up a bit, but stay-at-home directives are still in force in many US states with restrictions being eased, only gradually. The economic meltdown, triggered by Covid, requires businesses to do even more with even less. Customer service is no exception to this new reality.
The answer to the soaring consumer demand for digital service and the business need to do more with less lies in digital customer engagement. However, the same old limited digital service capabilities do not cut it in the new environment. The new (ab)normal requires businesses to do more with digital.