Contactless shopping: the new standard experience

[nusratjahan]

64% of consumers want mobile and contactless pickup or check-in options, citing health and safety concerns. And 86% intend to maintain social distancing measures after the pandemic ends. Contactless shopping will become the standard, a critical component of a seamless, efficient, and flexible omnichannel customer experience.

AI: The secret to a more human and customer-centric technology
Artificial intelligence will better understand customer interests, predict intent, and help marketers develop strategies to individualize every customer interaction at scale, creating authentic and human experiences. The global pandemic has made trust, transparency, and empathy key factors in shop driving customer loyalty and engagement. With 69% of consumers preferring chatbots for their ability to provide quick answers to simple questions, conversational AI will be at the forefront in 2021. Digital marketers will turn to conversational marketing to build relationships and create authentic experiences that drive engagement.

Loyalty and loyalty marketing: increasingly crucial
Acquiring a new customer can be five times more expensive than retaining an existing one. In times of economic crisis, marketers are more likely to achieve their business goals by investing in maintaining the loyalty of existing customers and encouraging repeat purchases. As loyalty efforts increase, a key challenge for marketers will be standing out in crowded inboxes. Marketers will need to adapt to better anticipate their customers' needs and be more relevant to the context.

"The pandemic has unfortunately opened up scenarios that would have been impossible to imagine just a year ago. 2021 begins with a climate of uncertainty, but we can confidently say that the brands that best adapt to consumers' changing needs will emerge victorious, offering them a truly personalized experience that lives up to their expectations," commented Bruno Boussion, SVP Sales Europe at Selligent Marketing Cloud.