The effects of COVID-19 continue to be felt around the globe, and organizations will need to anticipate and prepare for the changes in their consumer’s needs, behaviors and preferences. In particular, what are the long-term shifts in consumer behaviors and how can organizations transform their business to successfully adapt to these changes?

Globally, a new consumer is emerging — one that is financially constrained, more advanced in their use of digital technologies, more thoughtful and selective in their decision-making, and keen to see COVID-19 as an opportunity to reset values in the world.

This report examines the evolution of consumer behaviors across 12 countries, regions and territories and looks at their interactions with Retail, Banking and Insurance organizations. The report is based on consumer pulse survey data collected from 29 May to 8 June 2020 from more than 12,000 consumers.

Read and download the report here.

Key findings - all sectors

Attitudes shape spending

Consumers are financially constrained and require greater value for their money.

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Digital savviness

The migration to digital channels will lead to a deep change in how organizations deliver their products and services.

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Multidimensional trust

Organizations will need to adapt their offering and purpose to build trust.

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Sector Insights


Price pressure, higher consumer expectations and safety are top concerns.

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Value for money, safety, trust and consumer experience are important for customers.

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Consumers are looking to secure against future risk with increased clarity from insurance organizations.

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