Judging by these data, there is still a lot:
Posted: Tue Jan 07, 2025 4:59 am
There has been the growth of e-commerce, unquestionable and inevitable, of course; but that's not all. What is surprising, in fact, is the multiplication of touchpoints through which the customer connects with the company during the Customer Journey (from social networks to emails, from apps dedicated to messaging, and so on). A multiplication managed in an increasingly natural way.
In short, the various lockdowns have pushed people to become more familiar ghana whatsapp resource with all types of online channels. Therefore, it is expected that brands will do the same. Even in Italy , the trend is very clear: if in 2019 41% of people interacted with companies mainly online, in 2020 this percentage had risen to 58% .
Furthermore, the percentage of Italians who expect to be able to interact with the company mainly online is 68% . It is now clear: this is not a temporary change relegated to an emergency. But an increasingly solid and unstoppable trend. How much further do companies still have to go?
9 out of 10 Italians believe that there is a need for companies to accelerate their digital transformation efforts.
54% , in particular, ask for an improvement in digital engagement and customer service methodologies (source: salesforce.com) .
Finally, one last very significant statistic; this time very specific and all focused on the role of Digital Transaction Management systems: in a study on Forrester, 32% of respondents said they had abandoned closing contracts, agreements and transactions because they were discouraged by paper and manual procedures . Here then the advantage of DTM solutions becomes immediately evident: being able to manage, for example, a digital onboarding process, completely dematerialized from start to finish, allows you to meet user expectations.
In short, the various lockdowns have pushed people to become more familiar ghana whatsapp resource with all types of online channels. Therefore, it is expected that brands will do the same. Even in Italy , the trend is very clear: if in 2019 41% of people interacted with companies mainly online, in 2020 this percentage had risen to 58% .
Furthermore, the percentage of Italians who expect to be able to interact with the company mainly online is 68% . It is now clear: this is not a temporary change relegated to an emergency. But an increasingly solid and unstoppable trend. How much further do companies still have to go?
9 out of 10 Italians believe that there is a need for companies to accelerate their digital transformation efforts.
54% , in particular, ask for an improvement in digital engagement and customer service methodologies (source: salesforce.com) .
Finally, one last very significant statistic; this time very specific and all focused on the role of Digital Transaction Management systems: in a study on Forrester, 32% of respondents said they had abandoned closing contracts, agreements and transactions because they were discouraged by paper and manual procedures . Here then the advantage of DTM solutions becomes immediately evident: being able to manage, for example, a digital onboarding process, completely dematerialized from start to finish, allows you to meet user expectations.