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The world has changed. What was good enough is not cutting it anymore. During the pandemic, 73% of consumers say they changed the way they shopped.* The pace of digital transformation accelerated rapidly to meet consumers’ changing and rising expectations.
New research from OpenText reveals the extent to which the pandemic has changed customers’ expectations of brands, and the increasingly important role of a streamlined digital experience post-COVID. The new data – from a survey of 1,000 Australian respondents – reveals that 63 per cent of Australian consumers are more likely to buy again from brands that treat them like an individual, rather than the same as any other customer. This demand for brands to engage with customers as an individual is mirrored across Asia – in India (77%) and Singapore (71%), while Japan is less (42%). Half ...