Since its inception, the Teleperformance Customer Experience Lab (CX Lab) has dedicated itself to providing actionable insights to help brands understand customer behavior and improve the customer experience. As an award-winning research center, the CX Lab has created opportunities for brands and companies to get to know their customers in detail in today’s competitive environment. With research and data at its core, the CX Lab strives to continuously identify the latest CX trends. Its annual survey has been a key source of actionable insights on customer consumer behavior and customer service trends—empowering companies and brands all over the world, and allowing them to gain a competitive edge in their respective industries.
In late 2020, the CX Lab conducted a comprehensive survey across 13 different countries and 19 industries. The survey had ~52,000 responses, and it featured a wide array of important data that offered insights on channel preferences and brand perception at the end of 2020.
With COVID-19 causing a ripple of disruption, customer outlook and behavior had changed. To find out how and to learn more, the CX Lab asked consumers specific questions about the global pandemic, focusing on the before and after effects of COVID-19 on consumer behavior and working preferences. In our latest infographic, we will explore key insights detailing the changing shopping behavior of consumers post-COVID-19 so we can understand what lies ahead. As a summary, the survey showed that customers are becoming more aware about spending, with the global pandemic making them look for better cost-quality purchases while still expecting better service.
Read our latest infographic below to learn more. For a more in-depth look at the survey, you may download the white paper for free. Learn more important insights from the CX Lab through an interactive experience by clicking here.