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Post-pandemic: How consumer behaviour will continue to change

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The global consumer landscape changed dramatically in 2020, but as businesses look to move forward in 2021, many remain uncertain about what happens next. Will we go back to the old way of doing things? Will digital transformation continue to accelerate? What experiences will people want next?

In partnership with XM Institute, we spoke to nearly 18,000 people around the world to understand how their behaviour will evolve as economies re-open.

Plus, we explored the impact of experience on trust and advocacy, and uncovered opportunities to ensure you continue to delight your customers and drive growth in the years ahead.

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In this report, you’ll learn:

  • How consumer behaviour will change across 17 industries in the next 12 months
  • The impact that consumer experience – good and bad – has on trust and advocacy in your industry
  • The key factors that drive purchasing decisions

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