Reflecting back on their comprehensive global research study, Experience 2030: The Future of Customer Experience…is NOW!, Futurum and SAS explore the impact of Covid-19 on customer behaviors and preferences. They also answer some important questions about how consumers and brands are not only engaging, but how their reciprocal relationships may be evolving in this new environment.
This pulse report, which is a re-examination of their prior research, is informed by the responses of more than 600 global consumers, executives, marketers and technology professionals during June and July 2020. Read the report to understand what the new key drivers of brand loyalty are in this new engagement landscape.
Download the report to learn:
- How consumer and brand behaviors have changed as in-person engagement has been forced into a digital, or physically distant delivery model
- How consumers are adapting to their new digital lives, and how important personalization is in a primarily online (for now) brand engagement model
- How brands are stepping up and adapting to change, and how they are positioning themselves for the future
- How brands and consumers are building common trust to reinforce their engagements and relationships