The Digital Shift: Keeping up with the evolving customer

The rapid pace of innovation seen in the last few years has prompted the emergence of new digital channels and tools, providing consumers with more options than ever before. At the same time, the evolution of technology creates more than digital engagement opportunities between brands and consumers.

It also changes consumer behavior in contacting their brands, as they increasingly expect excellent service across all available touchpoints. To keep up with these changing consumer expectations, the Teleperformance Business Insights Lab developed its proprietary Global Insights Survey to help organizations understand and anticipate customers’ needs. The latest edition of our survey featured consumers from 16 countries across 20 sectors, totaling over 86,0000 interviews.

Through the in-depth analysis of channels customers use and prefer, this paper uncovers emerging trends and patterns of customer-brand engagement, generating data-driven insights that help businesses adapt to customers’ evolving needs.