- Insights
- Customer Experience
- Research & Reports
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. This report highlights the rise of digital consumer behavior during the pandemic and the implications for brands delivering customer experience in the “next normal”.
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”.
This complimentary report reveals:
How consumers have interacted with brands during the pandemic- How consumers anticipate interacting with brands in the “next normal”
- Digital CX trends by industry
- Recommendations for elevating digital CX in 2021
