Consumers have long expected to be able to engage with service providers – whether that’s banks, retailers, doctors, or local councils – through digital channels. However, the outbreak of COVID-19 accelerated this demand to a completely new level.
Research from KPMG found that before the pandemic, 40 percent of customers visited physical stores or branches to engage with organizations. When global lockdowns forced many stores and branches to close and consumers were encouraged to stay at home, that figure was projected to have fallen to 26 percent – even after restrictions were lifted. As such, the drive to create better online, in-app, and other digital experiences has become a key focus for organizations across all industries, as they seek new ways to engage with customers and drive revenues.