The Digital SMB: Creating Responsive Experiences for Customers

The Digital SMB: Creating Responsive Experiences for Customers

This IDC study explores the key customer engagement strategies that small and medium-sized businesses (SMBs) should consider as they shift to digital-first. It provides examples of how SMBs can leverage digital technologies to deliver responsive experiences and thrive in the new normal. Also, it highlights the considerations SMBs must take when choosing between building an owned digital channel or leveraging third-party digital platforms in the delivery of digital-first customer experiences. "The shift from physical to digital-first has forced SMBs to rethink their customer engagement strategies. To become resilient, SMBs must consider shifting customer conversations and journeys to digital-first; as well as leveraging data and digital technologies to deliver empathetic experiences to their customers" says Daniel-Zoe Jimenez, associate vice president, Digital Transformation, Future Enterprise, and SMB.

Please Note: Extended description available upon request.

Executive Snapshot
Situation Overview
Delivering Responsive Experiences through Technology
Shifting Customer Conversations to Digital-First
Pivoting to Digital-First Journeys
Leveraging Data to Improve Experiences
The Increasing Role of Digital Platform Players as Technology Enablers for SMBs
Advice for the Technology Buyer
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