The arrival of COVID-19 in the last few months of 2019 has hit businesses hard and has entirely overachieved in terms of everything that a pandemic is capable of doing. With millions filing unemployment claims, thousands of businesses closing their doors, and consumers becoming very thrifty, it begs the bigger question – What’s the recovery plan and how can businesses engage with customers to increase consumer confidence?
There exists a common notion that a nicely designed online experience with a half-decent UI can drive consumer engagement – nothing can be further away from the truth. Customers are constantly looking for unreal customer experiences – experiences that dig deep into the customer’s preferences, past behaviors and his/her overall emotional state. Businesses must always be looking at innovative ways of creating best-in-class experiences while decreasing the massive operating costs within the middle and back office functions.