2020 Global Insights Report – Wave 2

2020 Global Insights Report – Wave 2

As the world faces another resurgence of the coronavirus, businesses will again be tested on their response — but this time consumer expectations will be much higher. In the beginning of the pandemic, businesses scrambled to set up remote workforces and wholly new ways to support customers as everything locked down. 

 

In mid-September 2020, we surveyed 3,000 consumers and 900 businesses in 10 countries, including: Australia, Brazil, France, Germany, India, Japan, Singapore, Spain, the United Kingdom and the United States. This report is the second of three in a longitudinal study exploring the major shifts in consumer behaviour and business strategy pre- and post-COVID-19.

 

Most consumers reported a positive experience in their sudden shift to the digital channel and plan to increase their online transactions. The pandemic has also accelerated the move toward contactless payments for when shopping in-person is essential. The result has been a merging of consumers’ online and offline worlds calling upon businesses to create a fluidity between cross-channel interactions.

 

Regardless of where they’re transacting, consumers expect a secure, convenient experience —and they’ll quickly abandon transactions if they’re let down.

 

Are businesses adapting the customer journey as quickly as customers are expecting more from their digital experience? Should businesses adopt a ‘new normal’ for business continuity or modernise for future growth?

 

Download the full report to get all of the insights into global business and consumer needs and priorities

Read full article

Experian

By Experian 10/19/2020

Experian

By Experian 10/19/2020

Read now

Related Articles

Singapore SMEs’ Road to Recovery: Adopting Alternative SME Credit Scores to Improve Speed and Accuracy of Credit Underwriting for the Underbanked
Singapore SMEs’ Road to Recovery: Adopting Alternative SME Credit Scores to Improve Speed and Accuracy of Credit Underwriting for the Underbanked

Experian’s SME Network Score is one credit risk scorecard developed to address the issue of the lack of rating models for thin-file micro-SMEs.

Learn more
Is It Time to Rethink Your Credit Risk Strategies Amid Supply Chain Disruptions?
Is It Time to Rethink Your Credit Risk Strategies Amid Supply Chain Disruptions?

Global supply chain disruptions have exposed critical vulnerabilities in how you interact with suppliers and customers across the globe.

Learn more
Global Identity & Fraud Report – June 2022
Global Identity & Fraud Report – June 2022

With the rise in digitisation and online activity, four in five APAC consumers (80%) expect businesses to take the necessary steps to protect them online, reflecting global trends where nearly…

Learn more
Please fill up the form below to download
  • Download Now

By providing your personal information you agree that we may collect and process it in accordance with our Privacy Statement.