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Organisations therefore must be strategic in the specific areas they choose to digitalise .
According to the 2022 Adyen Retail Report , just 22 % of APAC digital businesses planned to invest in technology to improve the customer experience over the next year , versus 26 % of all APAC businesses . And only 20 % intended to improve their website or app – lower than the 25 % of all APAC businesses surveyed . On the other side of the coin , consumer patience is dwindling as quickly as expectations are soaring . More than a third ( 36 %) of consumers say their expectations of online experiences have increased since the COVID-19 pandemic , while nearly three-quarters ( 73 %) will not shop with organisations that provide a bad experience – either online or in store .
The kicker is that only half of all APAC businesses think their customers are less tolerant of poor online experiences – highlighting an expectation gap
between consumer demands and brand readiness that must be swiftly addressed . So how can digital enterprise businesses successfully leverage digital transformation to close that gap and keep pace with consumer demands , all while keeping business-asusual in motion ?
Enter the concept of marginal gains . To strike a balance between quick wins and long-term success , we advise digital businesses to focus on their blind spots – those seemingly small , neglected areas whose optimisation will yield significant improvements to revenue and growth .
This report will explore a key blind spot facing digital businesses in Australia and the APAC region , and the opportunities available from its optimisation : the blind spot of payments . p
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www . intelligentcio . com INTELLIGENTCIO APAC 21