The Year 2020 has had a dramatic effect on consumer lifestyles that will fundamentally transform the manner in which firms must deliver their services. Consumers are increasingly being forced to use and are being educated in the use of digital technologies in every aspect of life. Examples include the use of mobile apps for financial services, online ordering of products, and telemedicine. As the world emerges from the COVID-19 pandemic, companies must ask the questions of “what is the new normal?” and “what do customers expect from us?”
Check out this presentation shared at the Insights Symposium by Gina Woodall, VP of Client Services and Group Director, Illuminas and Lerzan Aksoy, Associate Dean of Undergraduate Studies and Strategic Initiatives and Professor of Marketing at Fordham University’s Gabelli School of Business in New York City to learn:
- Winners and Losers: which companies are successfully navigating the new normal and which ones aren’t based on the latest data from the American Innovation Index™ that ranks 174 U.S. companies across 20 industries on company innovativeness based on the experiences of their customers?
- Changing Business Models for the Future: What are the consumer mindsets that exist across industries and what are their expectations in the future for service delivery?
- How a channel segmentation can guide strategy in the new normal