The disruption COVID-19 has created would have been unthinkable, even several months ago. It’s forcibly changing consumer behavior and buying habits, causing companies to totally reimagine their traditional approach to work and has led governments around the globe to introduce extraordinary measures to protect their people, their economies and their countries.

However, even in the midst of  a pandemic, consumers are focused on and value emotional connection. They are seeking out brands that understand and can cater to their needs and are actively avoiding those that are judged to have fallen short. The businesses that prioritize customer experience management will be the ones that thrive, rather than survive in the new normal.

In this webinar, you will hear an overview of key findings from our “COVID-19: the CX Impact Study,” which surveyed 1,000 people in the U.K. and 1,000 people in the U.S. in March, before the pandemic, and in May, during the pandemic. Some of these key findings include:

  • Consumers will continue purchasing online, but only if the experience remains faster, more convenient and offers wider variety
  • Consumer acceptance and understanding of the challenges businesses face as they respond to COVID-19 will not continue indefinitely
  • Consumers are increasingly looking to social media as a preferred communication method

Join us to learn how your business can stay ahead of the curve while adapting to changing consumer attitudes around COVID-19.


Martin Wilkinson-Brown

Global Chief Marketing Officer, Sitel Group

Rob Adams

CX Director, Sitel Group

Kelli Harrison

Kelli Harrison

Retail Leader, Sitel Group

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