The COVID-19 pandemic has forced consumers to prioritize health factors when interacting with organizations, leading to a preference for contactless experiences. This trend has prompted companies such as Tesla to offer contactless car delivery schemes. However, the use of contactless technologies raises concerns about data security and privacy. This research note surveyed over 4,800 consumers and 950 executives from 12 major economies to identify four key consumer trends: touchless interfaces, voice-based interfaces, facial recognition technologies, and mobile-based contactless transactions. These trends suggest that the focus on touchless interactions is likely to persist beyond the pandemic.
