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Average share of customer interactions that are digital before and during the COVID-19 pandemic, by region

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Source

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Release date

October 2020

Region

Worldwide

Survey time period

July 7 to July 31, 2020

Number of respondents

899 respondents

Special properties

C-level executives and senior managers representing the full range of regions, industries, company sizes, and functional specialities

Method of interview

Online survey

Citation formats

Share of customer interactions that are digital, before and during COVID-19 pandemic

Published by
Petroc Taylor,
Jul 9, 2021

The global average share of customer interactions that are digital interactions have almost tripled from June 2017 to July 2020, from just ** percent to almost ** percent. A ** percentage points increase was gained in July 2020 when compared to right before the COVID-19 pandemic in December 2019. Digital customer interactions have increased the most in North America from ** percent in June 2017 to ** percent in July 2020.

On the whole, global adoption of digital solutions for customer interactions accelerated by three years due to the pandemic.

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per month, billed annually 1
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