By Neira Hajro, Klemens Hjartar, Paul Jenkins, and Benjamim Vieria
June 28, 2022
When COVID-19 was at its peak, digital was the only option for Europe’s consumers to get their necessities. But with the worst of the pandemic over, Europe’s consumers are not only venturing more into the analog world but also asking more from the digital world. Companies need to pay heed, especially as new concerns stemming from economic and geopolitical uncertainties create more unease among consumers, businesses, and governments alike.
Our third annual Digital Sentiment Survey in Europe1 found that, despite some expected growth in offline activity following the end of COVID-19-related quarantines, digital adoption remains strong. But with uncertainty increasing, companies need to focus on becoming more digital, a capability that past experience has shown leads to greater resilience by opening new markets, improving efficiency, and enhancing decision making. These uncertainties are underscoring a need to double down on three key areas of digital opportunity that our survey revealed: user experience, mobile, and revenue-generating interactions.
This year’s survey also brings a strong message: companies need to invest differently in digital offerings. While IT investment has surged the past two years to enable growth in digital adoption, these investments were not fully directed at the areas consumers themselves value most today. The nine exhibits that follow tell the story behind the trends and how companies can act. Continue reading.