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Digital Essays 2021: Decoding your post-pandemic customer, one trend at a time, by Team Red Dot’s Irfan Mirza

By Irfan Mirza, head of digital transformation and integrated media, Team Red Dot.

This is the first rule of business: the customer is king. So, when it came to the pandemic, nothing changed. Except, everything did. The customer ruled the roost and continued to dictate the direction in which businesses moved forward. Let me take you through the key digital trends influenced by customers in the post-pandemic world.
The e-commerce RENAISSANCE
It’s common knowledge that e-commerce grew by leaps and bounds during the pandemic. Businesses saw it as a window of opportunity to expand their business globally by engaging a much larger, retail-hungry audience. But to what extent did e-commerce grow? A whopping 33.6 per cent in 2020 to a total of approximately $800bn, and that’s not all.


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