Merkle's, Rocco Albano, VP, Customer Experience Strategy, joins the conversation with eMarketer to discuss:
The pivots brands had to take to introduce new experiences
How customer expectations have shifted
Which of these developments are most likely here for the long run
From touchless payment to scanning a QR code to see a menu, our customer experience has changed a lot over the past year. The pandemic has clearly had a major impact on what customers need from the brands that serve them.
In this Meet the Analyst Webinar, eMarketer’s principal analyst Jeremy Goldman will discuss the shifts brands have made in customer experience throughout the pandemic, and what consumers will expect from brands in the long term as a result.