Virtual interactions have become important in brands’ overall customer experience and reputation management strategy during this crisis.
Organisations are digitising business processes and operations to achieve more efficient and cost-effective results during the pandemic. Cloud-based access to business data and information has helped brands effectively maintain continuity in the business flow while employees are remotely working.
Businesses have now enabled personalised remote experiences in their offerings, with their main focus on the omnichannel customer experience. For instance, the curbside pickup option was previously offered by only large retailers like Target and Walmart. But, even small businesses are embracing it now.
Telehealth has also become an important service as healthcare institutions are preferring virtual visits to slow down the spread of COVID-19 and protect health care workers. Forrester expects that virtual healthcare interactions will reach one billion by the end of 2020.
[5 minute read]