Digital fast-forward: Homebound consumers forced companies to jump years ahead

COVID-19 Digital Surveys

November 20, 2020In response to the crisis, companies have accelerated the digitization of their customer interactions, accomplishing three or four years of progress in seven months.

In response to COVID 19 crisis, companies have accelerated the digitization of their customer interaction accomplishing three to four years of progress in seven months (chart)

Average share of customer interactions that are digital, %
Date	Global	Asia-Pacific	Europe	North America
Precrisis
June 2017	20	22	18	25
May 2018	20	19	19	25
December 2019	36	32	32	41
COVID-19 crisis
July 2020	58	53	55	65

To read the survey, see “How COVID-19 has pushed companies over the technology tipping point—and transformed business forever,” October 5, 2020.

Chart: The COVID-19 crisis has accelerated the digitization of customer interactions by several years

Chart summary

Chart data

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