Only 29% of consumers around the world believe the companies they interact with now deliver an improved digital experience compared to before the pandemic. The stark findings from a new study from VMware of more than 9,000 consumers, reveal that while there has been a seismic digital switch, businesses have not captured the attention of customers, who are feeling largely underwhelmed.
Key industries have fallen short on delivering cutting edge digital experiences, according to the research. Those experiences might range, for example, from retailers moving to enable card payments, to tracking deliveries online from factory to home or engaging with a new application that provides even greater level of customisation throughout the ordering process. This is despite 64% of survey respondents identifying themselves as ‘digitally curious’ or ‘digital explorers’, signalling a receptive and readily available digital audience.
Nearly 49% said they would switch to a competitor if their digital experience doesn’t live up to expectations – just 12% would remain loyal.
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