White Paper Copyright © 2020 Teleperformance SE. All rights reserved. Complete or partial external use or reproduction is strictly forbidden. The Social Media Effect on CX2020 brought changes that challenged the humans’ adaptive capacity more than ever. Coronavirus influenced and reshaped various aspects of people’s daily lives, namely, how they interact with each other and brands. One of the phenomena of the present times is the rapid growth of digital channels, specifically social media, mainly due to the increasing mobile device usage. In 2020, an estimated 3.6 billion people now use social media worldwide (6% increase versus 2019), a number projected to grow to almost 4.41 billion in 2025. The Quick Shift to a More Digital “Socialized” World 3.40 3.60 3.78 3.96 4.12 4.27 4.4

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