Customer Experience in 2020

I hope you are having a great start to 2020! This year promises to be another year of change in many industries which will make customers expect personalised and authentic interactions in new places and in new ways. At Danji we’ve realised that this is true for us as well so we’ve decided to close the gap so that you can join us on the forefront of Experience Management!

In the auto industry, we see electrification come into full force with carmakers delivering a slew of new electric models. This is going to influence customer experience in more ways than just their car purchase or service. At Danji, we’ve seen that customers are rethinking their everyday activities, as the basic function of transportation changes in its core. We’ve had many projects in the auto industry during 2019 exploring how people adapt to green technology and look forward to continuing that work in 2020. Expect reports on customer behavior and adaptation to green tech during Q1.

Retail and retail experience are also influenced by discussions on sustainability. We see customers that we interview speaking of “having enough stuff” and not enjoying shopping in the same way as before. This is progressing faster than we thought! Death of retail is something that we have heard about for a long time now, but at Danji we know that retail is a complicated issue. Expect more retailers to explore customer behavior in a much deeper way in order to regroup, adapt and close the gap.

Healthcare is another of our focus areas right now, where we see an increased activity all over the world related to patient experience. As technology improves our ability to help patients survive, we must also find new ways of taking care of a chronically ill older demographic so that they can have the best possible quality of life. Currently there is a significant gap between patients and caregivers and this year, it’s time to catch up. Expect more research, reports and projects around making everyday life for patients (and their doctors!) better.

In the beginning of this newsletter, we said that this year is the year to reach customers in authentic new ways. Social media could work but we have found that usually it doesn’t. Danji’s social media audits where we measure engagement and find key engagement factors show that most companies are unaware of what works and what doesn’t. It’s time now to take control.

This month, we also celebrate the lunar year of the rat along with 2 billion people all over the world! For us, the lunar new year is a big holiday as many of our projects are based in Asia and our team has a deep cultural and linguistic knowledge of the APEC region. Trade and influence will continue during the year and we see that the geographical and cultural gap between regions has an enormous influence on the customer experience. To reach Asia, get informed and close the cultural gap.

That’s all for now, looking forward to talking to you soon again. If you would like to receive a personalised report on any of these topics, we’d love to hear from you.

– Ingela Mauritzon, Founder and Innovation Director at Danji 

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