Survey: Customer experience (CX) priorities in a post-pandemic world

The pandemic has shifted and shaped how Americans interact with one another, work, shop, bank, maintain their health and entertain themselves. Based on a survey of 1,500 Americans by TELUS International, 78% found online CX interactions to be better than pre-pandemic experiences, though brands often lack empathy.

This report highlights the rise of digital consumer behavior during the pandemic and the implications for brands delivering customer experience in the “next normal”.