Key Global CX Customer Perspectives, 2021 Report
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This study s overall objective is to measure the current use and future decision-making behavior toward information technology (IT) and telecommunications across industries, regions, and business sizes.
Industries include insurance and agriculture/food and beverages, banking/finance/insurance, education, energy and utilities, government, healthcare, high tech, manufacturing, retail/wholesale, transportation/storage, travel and hospitality, and professional services.
The COVID-19 pandemic wreaked havoc in 2020 and continues to harm people, businesses, and economies. Accelerated vaccine deployment, a strong rebound in consumer demand, faster services sector recovery could enable full GDP recovery by mid-2021 (optimistic scenario). Full recovery will be pushed out beyond 2021 in case of multiple fresh outbreaks, lockdown extensions, and delaye