埃森哲：2020年COVID9渠道转移：优先考虑电子商务-埃森哲（英文版）（26页）.pdf

1、NOWNEXTCovid-19:WhattoDoNow,WhattoDoNext Channel Shift: Prioritizing Digital Commerce Navigating the human and business impact ofCOVID-19 March2020 Wereallin this together 2 COVID-19 - DIGITAL COMMERCE | Copyright 2020 Accenture All rights reserved. COVID-19 has turned into a global crisis, evolving

2、 atunprecedented speedandscale.Itiscreatinga universal imperative for governments and organizations to take immediate action to protect theirpeople. Self-quarantine. Social distancing. Community spread. AsthegrowingCOVID-19globalpandemicmakesthese formerly obscure terms everyday words, the impact on

3、 customers is profound and the impact on the economy unknown. Thechangestocommercewepresentandexplain setinmotionbythecrisisbutsuretooutliveit representthestartofsomethingnew. Digital Commerce Now Commerceonline and offline has been upended. Both Direct-to-Consumer and B2B organizations are scrambli

4、ng to meet immediate and emergency needs. In particular, those who have viewed digital commerce as a secondary channel now need to reorient every aspect of their business towards a digital commerce mindset. There exists an opportunity to double-down on digital commerce, expanding existing offerings

5、and creating new lines of service. 3 COVID-19 - DIGITAL COMMERCE | Copyright 2020 Accenture All rights reserved. Forcustomers,themostimmediateimpactisfear,notjustfor theirpersonalhealthbutalsofortheeconomicimpact Source:Covid-19 Consumer Pulse Research, 2020. Health Concerns 64%81% Of consumers are

6、fearful for their health.1 Of consumers are fearful for the health of others.1 4 COVID-19 - DIGITAL COMMERCE | Copyright 2020 Accenture All rights reserved. Economic Concerns 88% Of consumers are worried about the impact on the economy. 1 More than ever, commerce experiencesneedtodemonstrate custome