In this third report in a longitudinal study, we continue our examination of consumer behaviour and business strategy throughout the pandemic. In January 2021 we surveyed 3,000 consumers and 900 businesses in 10 countries including: Australia, Brazil, France, Germany, India, Japan, Singapore, Spain, the United Kingdom and the United States.

 

Over the past 12 months, we’ve observed consumer demand for the digital channel increase at a rate few could have predicted. This recent survey shows these trends are persisting, as are consumer expectations for digital experiences. Businesses have made redefining the customer journey a priority and they’re investing in capabilities to help them deliver on customer expectations.

 

 

Complete the form below to download the full report of insights on the impact of Covid-19 on consumer behaviours and business strategies.