Early signs of how COVID-19 is altering CX expectations in China

Jenny Chan

A Forrester report examines how COVID-19 is altering customer expectations in China after the recent COVID-19 pandemic.

The COVID-19 crisis, which has shown us how tech can serve customers in novel ways, has seemingly strengthened the existing correlation between technology innovations with quality-of-life improvements in China.

During turbulent times in the pandemic, technology transformed the lifestyles of Chinese consumers. Most services are offered online during the outbreak, and technology is reaching new frontiers for people to go on with their lives and even do new things while quarantined. This will likely stimulate people to think differently and ask themselves: “Can I do this job more effectively and accessibly by moving it to digital?” 

After all, digital services...

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