When the pandemic forced businesses to close their doors to foot traffic, industries such as utilities and insurance saw a boost of as much as 46 percent in consumer engagement with their digital channel offerings. But grocery shoppers want to pick their own produce again, leading to a drop in engagement with grocers’ digital channels of about 17 percent. Some industries in the European Union also saw declines in digital adoption, particularly among banking, retail, and telco carriers.
To read the article, see “What’s next for digital consumers,” May 23, 2021.