Accenture forecast: in 5 years the number of retail outlets will decrease by 30%

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Accenture has released a study called “ A New Era in Customer Engagement ,” which provides recommendations on how companies can reimagine customer relationships.



According to the authors of the report, the pandemic has led to significant permanent shifts in people's behavior, which stimulates businesses to reorient their processes to communicate directly with the end consumers of their products. The authors note that all previously effective models have ceased to work, and the processes taking place in the world should become a catalyst for the transformation of companies. Accenture analysts highlight three steps that should be taken right now:

Step 1. Embrace the unpredictability. Customer expectations algeria number data have changed forever, with online sales becoming the default sales channel. An Accenture survey found that 71% of respondents spent more time online during the lockdown, 45% completed online education, and 44% received online medical services. The majority of respondents (77%) said they would continue to use online services more often. Analysts expect 37% of all purchases to be made online after the pandemic. Analysts predict that customers will stay online and their expectations of digital experiences will continue to grow, with convenience and simplicity becoming a priority. Intelligence, empathy, and trust will be the differentiators for successful business development. The speed with which companies create and implement these capabilities will be a source of competitive advantage.

Step 2. Create agile customer service teams. Many companies have been forced to increase the agility of their teams to support the changing needs of their businesses during the crisis. The boundaries between different customer service channels have now blurred: retail store employees, field service specialists, and even airline representatives have temporarily moved to call centers, using chat and voice platforms to continue working with customers. Many employees have started working from home and plan to do so after the epidemic. For example, more than 30% of employees surveyed said they intend to work from home more after the pandemic ends . In addition, 46% of those who did not work remotely before the pandemic plan to continue working from home in the future;