COVID-19 has amplified customer expectations for safety and convenience, according to a new report from Forrester Research. That finding should come as no surprise, but businesses are doing a mixed job on delivering.
The report, The New, Unstable Normal: How COVID-19 Will Change Business And Technology Forever, said consumer risk avoidance and desire for convenience will coexist over the short term. More than half of US and Italian consumers Forrester surveyed said they plan to avoid crowds for the next 24 months, but 48% of Italians and 40% of US respondents expected to return to stores and resume normal shopping as soon as possible.
