The Pandemic has changed nearly every aspect of how we live, work, and communicate in Britain. Business and technology analysts McKinsey Global now expect many of the short-term, emergency changes in consumer behaviour, and unexpected improvements to tech brought about by the crisis to stick, worldwide (McK Business Leaders Survey, Oct. 2020). Having seen health, profitability, and productivity all benefit, many businesses are now considering making their remote working, B2B video conferencing, and 'touchless telecoms' pandemic strategies permanent.
Expect investment in business telecoms development to rise across the board. If you operate a business that deals with phones, the internet, or mobile connections in any way, the next decade will likely be one of innovation, adaptation, and change. Here's some of what you can expect - all based on trends and shifts already in motion!
Higher Demand For Fast Connections, Wider Coverage, And Excellent Streaming Quality
Ofcom has found that UK consumer and business demand for high-speed fibre-optic internet, phone-to-phone conversations, mobile data usage, and electronic entertainment skyrocketed across all sectors in Q2 2020. Apps such as Zoom, Skype, and Microsoft Teams all exploded in popularity, too, across education, leisure, and business.
With mass gatherings and face to face business events postponed, cancelled, and discouraged, these habits are likely to continue. The sudden shift of white-collar workers away from cities to suburbs has also raised the long-term possibility of massive, internally-managed remote working comms networks as the norm among British businesses of all sizes.
As consumers everywhere accelerate their shift towards a truly digital world, it's a great time to be a digital service provider (DSP) of any kind. The intense bandwidth demands of video calls and remote data transfer at a distance all necessitate the growth of Britain's burgeoning high-tech, high-speed economy.
Digital Storefronts, B2B Comms, And Online Public Spaces - The Human Factor
Part of successfully implementing a touchless telecoms sales strategy is to humanise the browsing and purchasing experience. Web 2.0 online stores and services were notoriously anodyne, cold, and featureless. Often business websites came across as glorified parts catalogues, without much character or personality.
Companies are now trying to change that. Bringing core parts of the customer and client experience online by integrating them into a dynamic web space has helped to enhance usability, website traffic, and service use during the pandemic.
Key features such as webchats, chatbots, human tech support, multimedia presentations, and free incentive content (i.e. remote learning tools) can all boost online professionalism and 'warmth'. In an increasingly digital world, businesses can still benefit from the oldest positive trick in the book - an excellent first impression.
Back In The Real World?
Although people have adapted well to greater digitisation in business, the end of the pandemic could see a big return to traditional face to face events and working practices – albeit with a greater emphasis on restraint and hygiene. Expect firm shifts away from shared touchscreens, buttons (i.e. lifts, stoplight), and phones and towards mobile app integration, smart voice recognition, motion tracking, and remote local ordering.
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