With the cloud handling the computing, apps can deliver richer video experiences, AR/VR, more seamless payments, and better and more personalized customer service. Business operations can be reimagined. The physical layouts of stores, factories, and offices can become more flexible when devices can connect wirelessly.

Telecom: Also crossing the $1 billion threshold will be telecom, growing 14.2% YoY this year, a decline from 2020’s 28.4% growth. By 2023, US telecom advertisers will spend $1.37 billion on B2B digital media. Travel: The smallest category in our breakout, travel is the only B2B sector in our forecast that didn’t grow during the pandemic.

This should provide new opportunities for commerce, media, and customer services. Read Next. Sources. Anaconda. Bizrate. Corinium. Data for Progress. FICO. International Data Corporation (IDC). Pew Research Center. Space Capital.

Stewart said email segmentation is a top priority for a retailer like Sleep Country that has recently invested heavily in tech, including point-of-sale (POS), enterprise resource planning (ERP), and customer relationship management (CRM) software.

AI and augmented reality (AR) startups that focus on making the customer journey more convenient will continue to attract investors.

Though still in the early stages of rollout, 5G technology could bring about positive changes to the retail industry, as retailers seek to maintain their digital transformation efforts and bring consumers safely back into stores in 2021. Retailers will use their IT investments in 5G to enhance the customer experience, both in-store and online.

These included optimizing systems, reducing costs, automating decisions and personalizing customer service, as well as detecting fraud, waste and abuse. For marketers and advertisers, intelligent and connected solutions are becoming table stakes.

Inputs include frequency of calls to customer service and browsing competitor websites.

Scalability and agility will be key to maintaining great customer experience (CX), but only 32.5% of community banks say they’re “satisfied” or “highly satisfied” with their ability to roll out new products and services using their current core processing services.

Amazon One may also appeal to merchants by reducing contact and hastening checkouts, which can boost sales and allow sellers to reassign staff to customer service or other activities.

Further, 2020’s 5G rollout and big telecom mergers (like T-Mobile and Sprint) are enterprise considerations driving the increased spend in this category. While the total telecom ad market will grow by 12.0% in 2020, B2B’s portion will have a higher growth rate of 28.3%. In 2020, B2B telecom ad spend will be 8.3% of overall telecom digital ad spending. Travel.

SAP Customer Experience Live, featuring 38 sessions across six different tracks, was broadcast several times across multiple time zones around the world. SAP Customer Experience localized the programming to ensure the content was tailored to the region and translated into the right language, while also hitting upon global themes.

Of the B2B sectors experiencing minimal impact, albeit compared with others, were tech and telecom (21%), financial services (28%) and energy and utilities (29%).