This archive report was first published on 12 January 2022.
Published on January 12, 2022, the Covid-19 pandemic has brought about significant changes in the business environment, requiring companies to adapt and innovate.
One of the key areas of focus is digital transformation, which involves leveraging technology to improve communication channels and enhance the customer experience.
With the rise of online and remote interactions, businesses are turning to omni-channel approaches that integrate multiple platforms to engage with customers.
For instance, social media platforms like Twitter and Instagram are now offering business-oriented features to facilitate B2C communication, making it easier for companies to connect with their clients.
However, managing multiple channels can be challenging, and what's needed is a single technological solution that can manage all communication and serve as an end-to-end portal for the entire customer journey.
Automation is also playing a crucial role in digital transformation, with a focus on improving customer experience while also considering the wellbeing of employees.
Mobile connectivity is another key trend, with a significant portion of the world's population interacting with the internet via mobile devices.
Businesses can leverage mobile technology to introduce innovative solutions such as contactless payment methods, online registration processes, and conversational channels.
- James Bayhack, Director, Sub-Saharan Africa at CM.com
