Session Title

Build To Delight - Strategies and Pivots for the Hybrid World

Session Overview

The problems that we tried to solve pre-pandemic were related to omnichannel, behavior driven changes, digital acceleration, marketing 3.0, industrial automation etc. Pandemic shifted the entire world towards the digital economy where new businesses evolved, existing business pivoted to newer models. Digital adoption quickly became the standard than exceptions. Customers don't want satisfaction but need products that can delight them. To that effect, newer businesses evolved that started providing instant gratification/convenience when it comes to groceries (q-commerce), products improving the efficiency of financial transactions quickly captured the market share (digital currency). A short case study will be presented on "micro targeting" on how Facebook Ads product influenced US presidential elections during pandemic. Some of the key tenets or success factors for such resilient products are the ones that maintain harmony on social, customer and supply base. The products that provide seamless customer experience, solving customer problems at scale will improve the customer retention.