During the peak of the COVID-19 restrictions, consumer behaviour adapted with a mass adoption of digital channels and buying preferences moving towards a back to basics approach.
Now customers are collectively facing financial hardship as they emerge from the peak of the restrictions, at what level will these newly learned behaviours stay with them?
Businesses will now be looking to ascertain what customers want, what behaviours will they keep as part of the new reality and how to measure that? Customer experiences will be intrinsically linked to technology and planning digital transformation based on customer centric data and analytics will be front of mind.
KPMG’s retail webinar shares how retailers may be challenged even more in 2021 as consumers are living, thinking and purchasing differently.
KPMG’s retail industry webinar shares how retailers may be challenged even more in 2021.
Increased acceptance of flexible working and international travel restrictions unlocks a spike in domestic tourism.
Flexible working and international travel restrictions unlocks spike in domestic travel.
Insights into how Australia’s ‘new normal’ is impacting both how customers are interacting with brands and how they are spending their money.
How is Australia’s ‘new normal’ impacting customers' spending and interaction with brands?
KPMG research shows insurance, super and financial advice consumers have gone increasingly digital during COVID-19 while seeking better value.
KPMG COVID-19 study shows 80 percent of consumers prefer digital financial services.