The impact of COVID-19 on customer behaviour was immediate and widespread across all industries. Consumer behaviours have fundamentally changed over the last few months across all countries and demographics. Expectations have heightened as priorities have shifted to health and safety first, which have in turn realigned core human values and beliefs. As a result, what was previously considered to be a great customer experience has no longer been good enough and almost all businesses have been thrust into reorganizing their approach to customers.

Review the findings of our global customer experience excellence research in this report to help you to decide how to reset your approach to customer experience and align to a New Reality.


Patrick Maes

Head of Customer, Sales & Marketing Advisory

KPMG in Belgium