Consumer-Driven Innovation in 2021

CapTech Trends

Has consumer behavior returned to “pre-covid-19” norms? In this episode of CapTech Trends, Vinnie Schoenfelder chats with CX Principal Bree Basham about our 2021 consumer study which looks at consumers’ perceptions, behavior and technology usage. This annual study, started in 2020 during the pandemic, shows how customer expectations have shifted and how brands must emphasize innovation and inclusion to keep up with their customers. Listen to learn more about:

• How accessibility has become influential on purchasing decisions.
• Why brands must shift from omnichannel to microchannel interactions post-pandemic.
• How digital savviness has increased since the pandemic with customers expecting convenience and ease of experience.
• How consumers are willing to share personal data in exchange for discounts, perks, and convenience.