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Consumers Experiment with Digital Amid the Pandemic But Companies Miss the Mark on CX, Annual Broadridge CX Study Finds Companies need to create compelling digital experiences for consumers to make the switch to paperless News provided by Share this article Share this article NEW YORK, March 3, 2021 /PRNewswire/  Over the past year of the COVID-19 pandemic, consumer behaviors have continued to shift and so too have ways in which brands interact with customers. While 70% of North American consumers have taken a step toward greater digital interaction with at least one provider, nearly 60% believe companies need to improve their customer experience, with this sentiment most strongly felt by millennials (71%).

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