Online Shopping Enthusiasm ‘Here to Stay’: Telus

With the shift to online shopping and banking “here to stay,” more than three-quarters of U.S. consumers find their online consumer experience (CX) interactions “better than pre-pandemic, though brands often lack empathy,” reported Telus International Tuesday. The CX company hired Pollfish to canvass 1,500 working Americans this quarter, finding that 97% plan to continue shopping online in a “post-pandemic world,” it said. The proportions were somewhat lower for those who would continue online banking (92%), health and wellness activities (77%) and gaming (71%) “because of their positive digital experiences in 2020,” said Telus.