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The Pandemic's Lasting Effects on Customer Experience

Original Presentation Date

Jan. 28, 2021

Key Takeaways

Merkle's, Rocco Albano, VP, Customer Experience Strategy, joins the conversation with eMarketer to discuss:

  • The pivots brands had to take to introduce new experiences

  • How customer expectations have shifted

  • Which of these developments are most likely here for the long run

Detailed Overview

From touchless payment to scanning a QR code to see a menu, our customer experience has changed a lot over the past year. The pandemic has clearly had a major impact on what customers need from the brands that serve them.

In this Meet the Analyst Webinar, eMarketer’s principal analyst Jeremy Goldman will discuss the shifts brands have made in customer experience throughout the pandemic, and what consumers will expect from brands in the long term as a result.

 

 

Presenters