In May 2020, customer experience experts at KPMG began canvassing consumers in markets around the world in a series of surveys, keen to understand the ways in which consumer behaviour had changed since the emergence of Covid-19.

The results from their September 2020 survey revealed trust in consumer brands beginning to revive after a dip in the summer; the continued localisation of purchasing activity; and growing numbers of customers becoming permanent converts to digital channels. All of these developments would continue to have significant implications for anyone working in a customer services environment, stated the report. Nikki Hall, Senior Manager at KPMG Connected Customer, took us through the findings to help us understand why.

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