Share of customer interactions that are digital, before and during COVID-19 pandemic
The global average share of customer interactions that are digital interactions have almost tripled from June 2017 to July 2020, from just 20 percent to almost 60 percent. A 21 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 25 percent in June 2017 to 65 percent in July 2020.
On the whole, global adoption of digital solutions for customer interactions accelerated by three years due to the pandemic.
On the whole, global adoption of digital solutions for customer interactions accelerated by three years due to the pandemic.
