European Customer Experience Trends Report 2021:
The New Balance: Physical vs Digital Customer Experiences in Europe
Customer experience and employee experience journeys have drastically shifted from in-person interactions to touchless and seamless digital experiences. In fact, brands saw 15-30% growth in online purchase from March to August of 2020. And trends suggest this isn’t going away any time soon. The sudden and expedited shift to digital has illuminated experience gaps across industries that didn’t exist months ago.
For the “European Experience Trends Report 2021” we invited over 1,500 consumers across the UK, France and Germany in August 2021 to complete an unbranded study to illustrate:
- How consumers are changing the way they interact with brands
- How the expectations of customers are shifting across different industries and countries
- What are consumers looking for from the brands they choose to use over the next 12 months
Download your free copy today to read the summary of our analysis, on how the physical and digital experience has changed over the past year and how customer expectations will shape the future of the omnichannel experience.