Twilio: COVID-19 has accelerated digital communications strategy by 6 years

COVID-19 has accelerated companies’ digital communications strategy by an average of 6 years according to cloud communications platform, Twilio, and its latest survey – The COVID-19 Digital Engagement Report.

The study surveyed over 2,500 enterprise decision-makers globally to gauge the pandemic effect on digital transformation and communication roadmaps. In particular, the report looked at how businesses have addressed the complex challenges posed by the crisis and how they will continue to evolve moving forward.

Key findings of the COVID-19 Digital Engagement Report include:

  • COVID-19 was the digital accelerant of the decade. COVID-19 accelerated companies’ digital communications strategy by an average of 6 years. 97% of enterprise decision-makers believe the pandemic sped up their company’s digital transformation.
  • Digital communication is the new lifeblood for business. Almost all companies (95%) are seeking new ways of engaging customers as a result of COVID-19. 92% say transforming digital communications is extremely or very critical to address current business challenges.
  • Previous inhibitors to innovation have been broken down. 79% of respondents say that COVID-19 increased the budget for digital transformation. Companies report easing of barriers such as: lack of clear strategy (37%), getting executive approval (37%), reluctance to replace legacy software (35%), and lack of time (34%).
  • Omnichannel communication is taking on new importance. 92% say their organization is very or somewhat likely to expand digital communication channels as the world reopens. Over half (54%) said COVID-19 propelled focus on omnichannel communications and 53% added new channels amid the pandemic. 1 in 3 companies started using live chat and IVR channels for the first time as a result of COVID-19.

digital communicationsOver the last few months, we’ve seen years-long digital transformation roadmaps compressed into days and weeks in order to adapt to the new normal as a result of COVID-19. Our customers in nearly every industry have had to identify new ways to communicate with their customers and stakeholders – from patients to students, to shoppers, and even employees – essentially overnight.

Glenn Weinstein, Chief Customer Officer at Twilio