The covid-19 pandemic has redefined how businesses interact with their customers. Even businesses traditionally resistant to change have had to pivot to digital overnight as people became more accustomed to shopping, working, and fulfilling other needs online. Contactless deliveries, curb-side pick-up, virtualized healthcare, online learning, mobile payments, etc. have become the norm of the day. With the pandemic stretching well into 2022, such changes are here to stay. Customers now expect (more than ever before) companies to meet them where they are and serve them quickly and painlessly. Businesses globally have their work cut out — while the disruptions of 2021 and 2022 were all about coping with the shock, 2022 will entail getting back on track and finding ways to win their customer’s trust and loyalty. There will be a continued focus on going digital to improve both customer and employee experience as most of the world continues to work remotely.
We’ve compiled a list of the most dominant digital communication trends in 2022 that we hope will help you stay ahead of the curve and make smart choices for your business.
2Taking Mobile-Friendly Interfaces a Step FurtherConsumers are spending a lot more time on their mobile devices, especially after the pandemic. Most high-growth enterprises, well aware that the future is mobile, had started designing mobile-friendly interfaces even before 2020. In the year ahead, we expect the number of mobile-only customers to rise significantly, and purchase journeys to take place entirely on mobile. So we will start to see businesses focusing not just on creating “mobile-friendly” experiences, but rather “mobile-first” experiences to boost sales and customer support. In addition to designing their company’s web presence for mobiles devices rather than desktops, high-growth businesses will also focus on incorporating mobile-specific technologies such as GPS, data-gathering, built-in cameras, and near-field communication to create features that are not available to desktop users. They will also focus on optimizing for voice search, optimizing for local search, minimalism, and so on.
Growth of 2-Factor AuthenticationThe move to digital has brought about an unwanted side effect in the form of cybercrimes, which have been on the rise. Businesses usually use simple passwords to protect their customers’ account, but 2022 will see wider use of 2-Factor Authentication, which involves not one but two steps to ensure more security. Having a second form of authentication will go a long way in preventing fraud and help users gain greater control over their online accounts.