The 2020 Digital Customer Experience Report highlights the importance of providing high-quality, reliable digital experiences for customers in the wake of the COVID-19 pandemic. McKinsey's research shows that the pandemic has accelerated digital adoption by five years, and that three-quarters of individuals who started using digital services during the pandemic plan to continue using them post-pandemic. CX Network's Global State of Customer Experience 2020 reveals that digital CX is a top priority for CX practitioners this year. However, the report also notes that businesses are struggling to provide consistent experiences across digital channels and to understand customer behavior.
