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Personalization will be Key to the Post-pandemic Customer Experience Journey
" will 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," said . "Also, enabled by new connectivity technologies, 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."
Habib added: " using behavioral data will be key for the post-pandemic customer experience journey. We forecast enterprises' 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."
Market participants should leverage the following strategic recommendations:
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Francesca Valente
Global Corporate Communications
E: Francesca.Valente@frost.com
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