“The connected customer experience” explores how people’s feelings and expectations have changed over the course of the pandemic—and what that means for how companies engage with their customers.

It finds that people’s sense of connection with others has been deeply influenced by “pandemic life” and that they’re looking for empathy in digital and human interactions. And with survey respondents consistently saying companies are only as good as their service, it discovers that building trust and loyalty with consumers today requires a radical rethink of the customer experience.