{"id":31175,"date":"2021-06-19T14:23:28","date_gmt":"2021-06-19T07:23:28","guid":{"rendered":"http:\/\/www.thestorythailand.com\/?p=31175"},"modified":"2021-06-19T14:23:31","modified_gmt":"2021-06-19T07:23:31","slug":"personalization-will-be-key-to-the-post-pandemic-customer-experience-journey","status":"publish","type":"post","link":"https:\/\/www.thestorythailand.com\/en\/personalization-will-be-key-to-the-post-pandemic-customer-experience-journey\/","title":{"rendered":"Personalization will be key to the post-pandemic customer experience journey"},"content":{"rendered":"\n<p>Frost &amp; Sullivan&#8217;s recent analysis<strong>, <\/strong>Transformative Mega Trends Shaping Post-COVID Consumer Behavior, finds that COVID-19 has brought significant changes in consumer behavior, compelling them to perceive home as a hub for work, wellness, and entertainment, with connectivity as the key enabler. <\/p>\n\n\n\n<p>As consumers strive for safer, contactless, and connected environments across homes, cities, and workspaces, technologies such as augmented and virtual reality (AR\/VR), artificial intelligence (AI), machine learning (ML), and natural language processing will take center stage in the post-pandemic era. Additionally, with the rise in online shopping and the demand for contactless transactions, companies will focus on a clear digital and omnichannel strategy to serve the digitally empowered customer.<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li><a rel=\"noreferrer noopener\" href=\"https:\/\/www.thestorythailand.com\/en\/17\/06\/2021\/30802\/\" target=\"_blank\">A view from 29-year-old Flash Express CEO Komsan Lee<\/a><\/li><li><a rel=\"noreferrer noopener\" href=\"https:\/\/www.thestorythailand.com\/en\/19\/06\/2021\/31171\/\" target=\"_blank\">IKEA for Business brings inspiration to business spaces<\/a><\/li><\/ul>\n\n\n\n<p>&#8220;<strong>Health and hygiene<\/strong>\u00a0will become a central focus for consumers. From product placement to internal business operations, companies will have to put health and hygiene into their core business strategies,&#8221; said\u00a0<strong>Chaitanya Habib, TechVision Research Analyst at Frost &amp; Sullivan<\/strong>. <\/p>\n\n\n\n<p>&#8220;Also, enabled by new connectivity technologies,\u00a0<strong>cars<\/strong>will become points of health, wellness, and wellbeing. Top technologies such as healthcare wearables, mHealth apps, technologies for clean and pathogen-free interiors, driver monitoring, and diagnosis will gain strong footholds in the industry.&#8221;<\/p>\n\n\n\n<p>Habib added: &#8220;<strong>Personalization<\/strong>&nbsp;using behavioral data will be key for the post-pandemic customer experience journey. We forecast enterprises&#8217; use of customer behavior analytics to grow 20% from 2020 to 2025. Creating intelligent experiences with the power of AI will allow companies to offer hyper-personalization of the individual consumer journey, which is a prominent component of converting an adopter into an advocate. Use of existing data and analytics will help retain customers and allow for product upselling.&#8221;<\/p>\n\n\n\n<p>Market participants should leverage the following strategic recommendations:&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li><strong>Extreme personalization of the consumer journey<\/strong>: Advanced natural language processing devices and interactive digital assistants, combined with Big Data and AI, will extract meaning from unstructured datasets to analyze customers&#8217; preferences, modes of communication, and relationships across diverse user groups to enable a high level of personalization.<\/li><li><strong>Internet of Home<\/strong>: As homes become a central hub with the ability to seamlessly switch between other connected environments, including offices and fitness centers, companies must develop multifunctional solutions that control multiple products and devices.&nbsp;&nbsp;<\/li><li><strong>Digital mental health care<\/strong>: Healthcare delivery is moving toward consumerization and patient-centric models. Patients want to stay connected and engaged with their healthcare providers. It is essential to use personal health data to understand a patient&#8217;s daily behavior, challenges, and motivating factors and modify engagements accordingly. This level of personalization requires the use of digital technologies such as AI and predictive analytics.&nbsp;&nbsp;<\/li><\/ul>\n\n\n\n<p><strong>Transformative Mega Trends Shaping Post-COVID Consumer Behavior&nbsp;<\/strong>is the latest addition to Frost &amp; Sullivan&#8217;s<strong>&nbsp;TechVision&nbsp;<\/strong>research and analyses available through the Frost &amp; Sullivan Leadership Council, which helps organizations identify a continuous flow of growth opportunities to succeed in an unpredictable future.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Transformative Mega Trends Shaping Post-COVID Consumer Behavior finds that COVID-19 has brought significant changes in consumer behavior.<\/p>\n","protected":false},"author":8,"featured_media":31177,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[117],"tags":[7534,7535,7536,7537],"class_list":["post-31175","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business-en","tag-personalization-2","tag-post-pandemic","tag-experience-journey","tag-frost-sullivan"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.6 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Personalization will be key to the post-pandemic customer experience journey - The Story Thailand<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.thestorythailand.com\/en\/personalization-will-be-key-to-the-post-pandemic-customer-experience-journey\/\" \/>\n<meta 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