Global COVID-19 impact on digital communication channels 2020

Globally, 54 percent of respondents state that COVID-19 increased focus on omnichannel or multichannel digital communications in their organization. Omnichannel and multichannel communication are approaches to customer communications where businesses consider the varieties of platforms customers use to engage with the business. An increased focus on these communication approaches means that businesses align their messages in terms of design and objectives across all channels to stay connected with their customer base. Since the onset of the pandemic, organizations have busily adapted their digital communication strategies to stay in touch with customers.