Close
Choose your language
Do you know that we are indexing all major social networks in 187 languages

The top trends in consumer conversations

For brand survival in ‘uncertain times’

Download The Report

The top trends in consumer conversations

For brand survival in ‘uncertain times’

Download The Report

The COVID-19 pandemic has changed the way brands and consumers interact, while altering expectations on both ends. Companies that want to survive this shift will need to rely on intelligence from consumer conversations to adapt to the new normal. Here’s an overview of the emerging conversation trends you must take into account.

Download the report
State of Conversation 2021
State of Conversation 2021

The COVID-19 pandemic has changed the way brands and consumers interact, while altering expectations on both ends. Companies that want to survive this shift will need to rely on intelligence from consumer conversations to adapt to the new normal. Here’s an overview of the emerging conversation trends you must take into account.

Consumer Conversations Talkwalker Trustpilot logos

We teamed up with Trustpilot to create this groundbreaking report on the State of Conversation 2021. In it, you will find key information to shape your organization’s strategy:

  • The results of a survey with responses from 1000+ PR, marketing and consumer insights professionals describing how brands are using intelligence from conversations to beat the effects of the pandemic with regard to consumer behavior
  • Testimonials & in-depth analysis from 50 industry experts from all over the world
  • Concrete examples from the evolution in conversations in 5 top industries, with their respective trending topics.
Download the report

1

Humanize customer engagement to optimize customer experiences


82% of respondents to our State of Conversation survey reported changes in the importance of consumer & market intelligence for their brand since the start of the pandemic. While COVID-19 has boosted digital interactions, consumers have been looking for more human contact & support in their brand experiences, and real-time consumer research has proved essential for brands to keep up.

2

Technology & digital transformation will be a must to adapt to the new normal


It’s a paradox: the majority of our State of Conversation survey respondents reported that brand, market and consumer intelligence were very important to their organization - yet most of them ranked the data maturity of their brand lower on a 1 to 10 scale. 

Yet digital transformation and technologies like artificial intelligence and machine learning will be key in 2021 to make sense of negative and positive conversations about your brand, your competitors or your industry at scale, forcing CMOs  to look at more efficient processes & workflows, such as a unified platform to monitor all channels. 

3

Speed to insights becomes critical to understand changing consumer demands


With 50% of respondents confirming that access to insights from consumer conversations is limited to a specific department within their organization, there is clearly still some way to go in terms of data democratization.

It is time for organizations to break down their information silos, and let customer and consumer intelligence flow from all channels: social media, reviews, market research, live chat transcripts... - so that teams can access new trends in real time, optimize their marketing efforts, and create truly customer-centric experiences.

4

More than ever, the customer is calling the shots


Customer, customer, customer… You’ve seen that word in each and every trend presented in this blog, and we’ve seen it in all the comments on the topic collected from our expert networks when creating this report. Brands want to hear the customer voice, which explains why we’ve seen customer reviews and call center data most frequently cited in the top 5 conversation channels for brands.

5

The ultimate trend: from social listening to conversational intelligence


Social listening is only the beginning of the equation, if you’re looking to predict consumer trends and create innovative experiences for your customers.

Data-driven brands are now looking at much more than social media trends: they analyze conversations at scale on a single platform, no matter where they happen: product review sites, forums, call centers, traditional market research… to extract what we call conversational intelligence.  

Download it now!

By downloading this ebook, you agree that your personal data will be independently processed by Talkwalker and Trustpilot accordingly to their respective privacy policies for the purpose of providing you with communication on their products and services. Talkwalker Privacy Policy can be found here. Check out Trustpilot's Privacy Policy for further details. You can unsubscribe from communications from Talkwalker and Trustpilot at any time.