Digital communication adaptation due to COVID-19| ��ƽ��

In what ways has your organization adapted its digital communication strategy in response to COVID-19?

Characteristic	Share of respondents
Increased our focus on omnichannel or multichannel digital communications	54%
Added new channels used for digital communications	53%
Sped up the implementation of our digital communications strategy	52%
Increased the volume of interactions with channels	51%
Increased the budget for digital communications	51%
Increased the employee time dedicated to digital communications	50%
Refined digital communication to focus on retention of customers	46%

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Source

Release date

July 2020

More information

Region

Worldwide

Survey time period

June 6th to 24th, 2020

Number of respondents

2,569 respondents

Special properties

enterprise decision makers

Method of interview

Online survey

Supplementary notes

*Respondents belong to companies with 500+ employees.

Directors and above in: Corporate communications, customer experience, customer or technical support, data analytics or business intelligence, executive leadership or administration, IT or engineering, innovation, marketing, operations, product design/development, sales or business development, strategic planning.

Citation formats

Globally, 54 percent of respondents state that COVID-19 increased focus on omnichannel or multichannel digital communications in their organization. Omnichannel and multichannel communication are approaches to customer communications where businesses consider the varieties of platforms customers use to engage with the business. An increased focus on these communication approaches means that businesses align their messages in terms of design and objectives across all channels to stay connected with their customer base. Since the onset of the pandemic, organizations have busily adapted their digital communication strategies to stay in touch with customers.