The effects of COVID-19 continue to be felt around the globe, and organizations will need to anticipate and prepare for the changes in their consumer’s needs, behaviors and preferences. In particular, what are the long-term shifts in consumer behaviors and how can organizations transform their business to successfully adapt to these changes?
Globally, a new consumer is emerging — one that is financially constrained, more advanced in their use of digital technologies, more thoughtful and selective in their decision-making, and keen to see COVID-19 as an opportunity to reset values in the world.
This report examines the evolution of consumer behaviors across 12 countries, regions and territories and looks at their interactions with Retail, Banking and Insurance organizations. The report is based on consumer pulse survey data collected from 29 May to 8 June 2020 from more than 12,000 consumers.
Read and download the report here.
Key findings - all sectors
Attitudes shape spending
Consumers are financially constrained and require greater value for their money.
Digital savviness
The migration to digital channels will lead to a deep change in how organizations deliver their products and services.
Multidimensional trust
Organizations will need to adapt their offering and purpose to build trust.
Sector Insights
Retail
Price pressure, higher consumer expectations and safety are top concerns.
Banking
Value for money, safety, trust and consumer experience are important for customers.
Insurance
Consumers are looking to secure against future risk with increased clarity from insurance organizations.
