Digital communications vital in surviving the pandemic: report

Over three in 10 Singaporean firms agree.

More than eight in 10 firms in Asia Pacific cite digital communications as critical to their survival amidst the COVID-19 pandemic, with 33% of these based in Singapore, according to cloud communications platform Twilio’s second annual State of Customer Engagement Report.

The report said Singapore has accelerated its digital transformation by more than six years, primarily due to the pandemic.

More than half (56%) of the firms polled from the city-state will reportedly increase their investments in customer engagement.

“Businesses that leveraged digital engagement amid the pandemic, and continue into the future, will be able to meet these changing consumer demands and through data-driven insights, create more streamlined and personalised customer experiences,” said Twilio.

Further, the report highlighted what concepts would define digital engagement in 2021. These were “digital soars, personalisation is within reach”, “digital drives the agile workforce”, “healthcare, financial services, and public sector embrace digital”, “video enhances our virtual connections”, and "It’s time to build”.