The 2021 State of Digital Customer Experience Report The Impact of COVID-19 Pandemic on Consumer Digital Behavior and Self-ServiceIn 2020, COVID-19 restrictions changed consumer behaviors in profound ways and led to a once-in-a-lifetime broad sampling event for digital and contactless services. As a result, contact centers were flooded with unprecedented call volume for routine requests, such as order status, service cancellations, claim filings, or payment updates. As we head back to a new normal, executives are pondering what learnings can be made from the successes and failures of their digital offerings. The stakes are high. Long-term trends favor businesses that can execute on seamless digital experiences that provide consumers the service they need, when and where they wa

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