The arrival of the pandemic in 2020 brought a host of new challenges, especially in how we interact with each other in both a personal and commercial context.

Covid lockdowns forced people away from in-person interaction, so a shift in consumer behaviour was inevitable.

Throughout the lockdowns it didn’t actually come down to consumer choice – they did, after all, have no option but to stay at home and engage with organisations remotely.

Now that this is no longer the case, and customers do have a choice, the big question is how much has the pandemic influenced long-term behaviour?

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Our report includes contributions from our partners, including: