Top 4 Digital Marketing Trends to Expect in 2021

by Adam Hansen

Jan 4, 2021 | Business Strategy

Just like technology, digital marketing is changing every day. Consumers expect companies to reach them through their preferred channels. Good digital marketing requires a proactive and not reactive approach to changing trends in order to stay relevant and effective. Here are the top four digital marketing trends to expect in the new year. 

#1 ChatBots will take over customer service

ChatBots are a part of the new movement towards artificial intelligence (AI). This software takes the place of immediate customer service and assists users in completing their goals. Typically chatbots interact with customers through chat windows and messaging but verbal interactions are possible as well. 

The technology grows over time by internalizing more customer insights. This means AI is constantly evolving and becoming better at improving the customer experience. It’s clear the benefits chatbots provide:

✔ Instant response to customer questions

✔ 24/7 available service

✔ No need for breaks, vacation, or overtime pay

According to Linchpin, in 2021, “47% of organizations are expected to implement chatbots for customer support services, and 40% are expected to adopt virtual assistants.”

Chatbots are expected in today’s business world. According to Oracle, more than 50% of consumers anticipate that businesses are open 24/7. These AI messaging systems are popular among both baby boomers and millennials. If you do not have a chatbot for your website or Facebook page, it’s time to get one! Reach out to a website design service to help implement a chatbot into your existing website. 


#2 Omnichannel marketing is the new normal

Some of you may be wondering what “omnichannel” marketing even means. Omnichannel marketing is the practice of marketing across multiple platforms such as social media, email, apps, website blogs, and more.

This type of marketing will be critical moving forward into 2021. The COVID-19 pandemic shifted traditional marketing as most customers are now used to staying at home and spending more time online. For a company to reach its full audience, it must implement omnichannel marketing.

Although tactics may vary across channels, the messaging should be the same. Use a consistent voice and brand message across all channels. According to ClickZ, omnichannel marketing drives over three times as much engagement as a single-channel approach. Your investment in a digital marketing service will be worth it.

The answer is simple, not only do customers expect omnichannel marketing but this type of marketing increases engagement, conversions, and sales.

marketing tip

#3 The rise of new social media platforms

Traditional social media platforms like Facebook are slowly declining in popularity among the younger generation. Gen Z and Millennials are leaning towards video interactive content such as Snapchat, Tik Tok, and Youtube.

Here is a list of popular social media platforms broken down by age groups:

social media poll

The coronavirus pandemic has drastically shifted the amount of time that consumers spend on social media. In a recent survey conducted by YPulse, “Millennials are spending a self-reported five hours a day on social platforms, and Gen Z is spending closer to six.”

Penetrating new social media platforms such as Youtube, Tik Tok, and Snapchat must become a focus in 2021 if your company is to reach millennials and young teens. If you don’t know where to start, try using a social media management service to learn. These experts can get your accounts up and running, strategically and effectively.

#4 Interactive content is expected

Interactive content is just that, interactive. This means providing content that consumers can click on, swipe, or interact with online. Some examples of interactive content include:

✔ 360-degree videos

✔ Quizzes and polls

✔ Online product trials

✔ Content with share, like, or comment capabilities

✔ Contests

This type of content leverages advanced marketing technology to offer a more immersive experience. We live in an experience age, where customers no longer expect just great products or services but expect great experiences as well. Memorable and fun content helps customers to feel a part of your company’s brand.

“By its very nature, interactive content engages participants in an activity: answering questions, making choices, exploring scenarios. It’s a great way to capture attention right from the start. Individuals have to think and respond; they can’t just snooze through it.” –Scott Brinker, author of


Digital marketing trends are shifting rapidly. Consumers expect every company to market to them on their terms and through their preferred channels. Companies that ignore these trends will continue to use digital marketing techniques that will become obsolete in the near future. if you need help updating your digital marketing, Kite Media can help! Give us a call today!

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