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Chatbots will continue to be an important part of digital marketing in 2020. This AI-based technology uses instant messaging to chat in real-time, day or night, with your customers or site visitors. Many customers prefer interacting with chatbots as they are responsive 24/7, give answers promptly, accurately recall your entire buying history, and never lose patience. These virtual assistants offer outstanding customer service by meeting customers’ expectations and automating repetitive tasks – which means that you can focus on more important work. Many brands already use chatbot technology, including rideshare brand Lyft. You can request a ride from Lyft via chat (Facebook Messenger and Slack) or voice (Amazon Echo), and their chatbot will let you know the current location of your driver: Passengers can use the app to choose the type of ride, make a request, track the location of the car, send friends a time estimate of their arrival, and make payment.

Creating mobile responsive website designs for the dominant use of smartphones is now old news. We see future innovation in digital experience in the areas of speed and personalization and conversational user interfaces based on improved insight. I’ll illustrate this with a couple of examples. Google has long proclaimed the importance of download speed and despite the widespread use of RWD, performance Google’s benchmarks shows that many businesses are falling short of the required speeds. Using technologies like Accelerated Mobile Pages (AMPs) and Progressive Web Apps (PWAs) which we introduced in last years webinar on trends have seen many successful examples implemented this year.

“Omnichannel” is a term that gets thrown around a lot. But it’s not just a buzzword. The best way to understand omnichannel is to compare it to the term “multichannel.” In a multichannel marketing strategy, you set up various marketing touchpoints which reinforce each other to ease a customer through their buying journey. For example, you may use social media as a channel to attract visitors to your website and email as a channel to nurture leads. Omnichannel is similar. But it’s more universal. The combining form, “Omni,” means “all,” “of all things,” or “in all ways or places.” Simply put, an omnichannel marketing strategy means you create marketing touchpoints that work together on every available channel. At the very least, you create consistent touchpoints on all the channels your customers use. Most businesses use social media, search, and email as marketing channels. Although social media is still the top digital marketing channel according to 81% of marketers according to a survey by Clutch, customers (especially consumers) aren’t just engaging with brands by commenting on Facebook posts.

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