Respondents' response to the statement 'I expect to increase my use of touchless interactions, through voice assistants, facial recognition, or apps, to avoid human interactions and touchscreens.'
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Increase in touchless customer interactions during vs post COVID-19, by country
As a result of COVID-19, customers are increasingly looking for digital, non-touch based interactions with organizations, given concerns about physical interactions. The survey shows that even post pandemic customers across the world will still be increasing their use of touchless interfaces, such as facial recognitions, touchless interfaces, apps, etc. For instance, ** percent of respondents in China expected to increase touchless interactions during the pandemic, and ** percent of them showed willingness to keep doing the same after the pandemic.
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Capgemini. (July 16, 2020). Customer expectations to increase touchless interactions with organizations during vs post COVID-19, by country* [Graph]. In ÌÇÐÄÆƽâ°æ. Retrieved July 28, 2026, from /statistics/1156020/increase-in-touchless-interactions-during-and-after-covid-19-by-country/
Capgemini. "Customer expectations to increase touchless interactions with organizations during vs post COVID-19, by country*." Chart. July 16, 2020. ÌÇÐÄÆƽâ°æ. Accessed July 28, 2026. /statistics/1156020/increase-in-touchless-interactions-during-and-after-covid-19-by-country/
Capgemini. (2020). Customer expectations to increase touchless interactions with organizations during vs post COVID-19, by country*. ÌÇÐÄÆƽâ°æ. ÌÇÐÄÆƽâ°æ Inc.. Accessed: July 28, 2026. /statistics/1156020/increase-in-touchless-interactions-during-and-after-covid-19-by-country/
Capgemini. "Customer Expectations to Increase Touchless Interactions with Organizations during Vs Post Covid-19, by Country*." ÌÇÐÄÆƽâ°æ, ÌÇÐÄÆƽâ°æ Inc., 16 Jul 2020, /statistics/1156020/increase-in-touchless-interactions-during-and-after-covid-19-by-country/
Capgemini, Customer expectations to increase touchless interactions with organizations during vs post COVID-19, by country* ÌÇÐÄÆƽâ°æ, /statistics/1156020/increase-in-touchless-interactions-during-and-after-covid-19-by-country/ (last visited July 28, 2026)
Customer expectations to increase touchless interactions with organizations during vs post COVID-19, by country* [Graph], Capgemini, July 16, 2020. [Online]. Available: /statistics/1156020/increase-in-touchless-interactions-during-and-after-covid-19-by-country/
