Chapters
The connected customer experience
CX defines brand success for consumers today
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Human Connections in Crisis Health, well-being & the connection deficit Rethinking the customer experience Customer service today

The connected customer experience

CX defines brand success for consumers today

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The COVID-19 pandemic has profoundly affected the ways in which people live. Lockdowns, remote working, concern for friends and family, juggling childcare, and uncertainty about the future have been challenging for all of us, but in different ways.

This global study of over 11,000 consumers in 15 countries across North America, Latin America, Europe and Asia-Pacific finds that…

1 in 2
individuals
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has found the pandemic to be hard and says it has changed their life completely
1 in 3
people
1 in 3
are feeling less connected with others, less happy, less fit and less well
1 in 4
respondents
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are happier now than they were before the pandemic, and are using technology to create positive experiences and a sense of connection with others
Contents

"The connected customer experience" report explores how people's feelings have changed over the course of the pandemic—and how building trust and loyalty with today's disconnected consumers requires companies to radically rethink the customer experience.

Download the Global Report
Human Connections in Crisis Health, well-being & the connection deficit Rethinking the customer experience Customer service today