The global average share of customer interactions that are digital interactions have almost tripled from June 2017 to July 2020, from just 20 percent to almost 60 percent. A 21 percentage points increase was gained in July 2020 when compared to right before the COVID-19 pandemic in December 2019. Digital customer interactions have increased the most in North America from 25 percent in June 2017 to 65 percent in July 2020.
On the whole, global adoption of digital solutions for customer interactions accelerated by three years due to the pandemic.
Average share of customer interactions that are digital before and during the COVID-19 pandemic, by region
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McKinsey & Company. (October 5, 2020). Average share of customer interactions that are digital before and during the COVID-19 pandemic, by region [Graph]. In Statista. Retrieved September 19, 2024, from https://www.statista.com/statistics/1248804/share-of-customer-interactions-that-are-digital/?utm_campaign=msd_fy22_campaign_we-are-bigger-together&utm_content=technology-share-of-customer-interactions-that-are-digital-before-and-during-the-covid-19-pandemic&utm_medium=paid-article-sponsorship&utm_source=Computer%20World
McKinsey & Company. "Average share of customer interactions that are digital before and during the COVID-19 pandemic, by region." Chart. October 5, 2020. Statista. Accessed September 19, 2024. https://www.statista.com/statistics/1248804/share-of-customer-interactions-that-are-digital/?utm_campaign=msd_fy22_campaign_we-are-bigger-together&utm_content=technology-share-of-customer-interactions-that-are-digital-before-and-during-the-covid-19-pandemic&utm_medium=paid-article-sponsorship&utm_source=Computer%20World
McKinsey & Company. (2020). Average share of customer interactions that are digital before and during the COVID-19 pandemic, by region. Statista. Statista Inc.. Accessed: September 19, 2024. https://www.statista.com/statistics/1248804/share-of-customer-interactions-that-are-digital/?utm_campaign=msd_fy22_campaign_we-are-bigger-together&utm_content=technology-share-of-customer-interactions-that-are-digital-before-and-during-the-covid-19-pandemic&utm_medium=paid-article-sponsorship&utm_source=Computer%20World
McKinsey & Company. "Average Share of Customer Interactions That Are Digital before and during The Covid-19 Pandemic, by Region." Statista, Statista Inc., 5 Oct 2020, https://www.statista.com/statistics/1248804/share-of-customer-interactions-that-are-digital/?utm_campaign=msd_fy22_campaign_we-are-bigger-together&utm_content=technology-share-of-customer-interactions-that-are-digital-before-and-during-the-covid-19-pandemic&utm_medium=paid-article-sponsorship&utm_source=Computer%20World
McKinsey & Company, Average share of customer interactions that are digital before and during the COVID-19 pandemic, by region Statista, https://www.statista.com/statistics/1248804/share-of-customer-interactions-that-are-digital/?utm_campaign=msd_fy22_campaign_we-are-bigger-together&utm_content=technology-share-of-customer-interactions-that-are-digital-before-and-during-the-covid-19-pandemic&utm_medium=paid-article-sponsorship&utm_source=Computer%20World (last visited September 19, 2024)
Average share of customer interactions that are digital before and during the COVID-19 pandemic, by region [Graph], McKinsey & Company, October 5, 2020. [Online]. Available: https://www.statista.com/statistics/1248804/share-of-customer-interactions-that-are-digital/?utm_campaign=msd_fy22_campaign_we-are-bigger-together&utm_content=technology-share-of-customer-interactions-that-are-digital-before-and-during-the-covid-19-pandemic&utm_medium=paid-article-sponsorship&utm_source=Computer%20World