Customer Experience In A Transformed World : An In-depth Global Study About How Brands Can Engage, Inspire, And Sustain Conversations In A Transformed Digital Landscape

In the first half of 2020, enterprise brands faced a digital reckoning. As the pandemic unfolded and local restrictions on movement took hold, the ways consumers socialized, shopped, entertained themselves, and worked changed almost overnight. The latest research commissioned by Sinch shows these new habits are likely to persist long after the immediate crisis has passed — and the implications for brands will be profound. 

In a survey of over 2,800 global consumers, plus interviews with leaders in enterprise CX, we examine how the pandemic is affecting customer behavior and the way forward for brands seeking always-on, omnichannel engagement.