CX: State of customer behaviour 2022

“When we released our first annual  State of Consumer Behavior report in January 2020, we found that 55% of consumers preferred to shop in person if they had a choice. Despite all the ominous forecasts about the purported death of brick-and-mortar, consumers still placed great value on the in-location experience.
However, the pandemic changed that, as many stores were forced to close for long periods or revamp their operations to continue serving their customers safely. Yet throughout the pandemic, pre-existing consumer trends like touchless checkout, buying online/pick up in-store, and virtual assistants—many highly disruptive—accelerate faster than anyone could have foreseen.
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