Digital to become more important business battleground for customer experience
22% of those who had never done any online shopping before the coronavirus outbreak are now doing so
The percentage of shoppers doing at least half their shopping online will increase from just under 20% to just over 30%
The most significant changes to shopping habits is seen in the 35-44 age bracket. Almost 4 in 10 from this age group plan to do at least half their shopping online – an increase from just under a quarter before coronavirus.
Research released today from Ensono, a leading hybrid IT service provider, reveals that the coronavirus lockdown is set to have a significant, long-term impact on the digital habits of UK consumers.
According to the research by Ensono – which serves well-known brands in the food, grocery, and retail sectors in the UK – retailers should expect a permanent multi-billion-pound shift to shopping online when the lockdown lifts. Ensono’s data suggests that the percentage of shoppers doing at least half their shopping online is due to increase from just under 20% (before coronavirus) to just over 30% (after), with the most significant changes to shopping habits seen in the 35-44 age bracket. Almost 4 in 10 (39%) from this age group plan to do at least half of their shopping online once coronavirus ends – an increase from just under a quarter before the outbreak.
Barney Taylor, Europe MD, Ensono, said: “The pandemic has created a drastic shift in the way we live and work. The research shows that – in some cases – the change will be lasting. Businesses need to not only consider how digital can help with today’s lockdown life, but ensure they are thinking ahead and innovating. Customer experience and digital demand has been changing over the last ten years. The pace of change has been sped up beyond any predictions and organisations need to consider how to innovate and transform for the different habits that are taking hold during lockdown.”
“Other data points from our research show how online has accelerated as the battleground for retailers. Long-term, shopping behaviours won’t return to their pre-coronavirus ‘normal’. New online buying habits have become cemented, and business as usual has changed for good. For retailers, it is clear that investing in a great online customer experience and the technology to support that experience is set to be even more of a priority.”
For more information about Ensono, please visit: https://www.ensono.com/uk.
Ensono helps IT leaders be the catalyst for change by harnessing the power of hybrid IT to transform their businesses. We accelerate digital transformation by increasing agility and scalability through infrastructure modernisation and migration to public cloud. Our broad services portfolio, from mainframe to cloud, is powered by an award-winning IT insights platform and is designed to help our clients operate for today and optimise for tomorrow. We are certified experts in AWS and Azure and recognised as Microsoft Datacenter Transformation Partner of the Year. Ensono has over 2,000 associates around the world and is headquartered in greater Chicago. Visit us at www.ensono.com.