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This series has covered a range of topics including:
How the nature of work is changing amid COVID-19
To say that the nature of work has changed would be an understatement. The research indicates that what employees want most from their employers now is trust, communication and flexibility. Younger workers fear job loss, while low-income workers seek more resilient options. See the full story.
Possible scenarios for the future of offices, commuting, and cities
As businesses, governments, and cities are all in different phases of reopening, they are all in a constant state of evaluating what’s safe, what’s not, and what the next weeks, months, and years will look like. Research shows that reopening preparedness and tactics vary by sector, and commuting is changing — but in ways we may not assume. See the full story.
How customer service standards are shifting in the midst of COVID-19
Despite widespread business shutdowns, customer service case volume is mostly stable or on an uptick as customers seek assistance and guidance under rapidly evolving circumstances. Data shows that digital channels are naturally taking precedence as customer engagement is confined to mostly online experiences. See the full story.
Consumer perceptions of how COVID-19 will transform shopping for the long haul
No industry has escaped fallout from the COVID-19 pandemic, but few face as daunting of a recovery as retail. Research shows that brick-and-mortar stores must earn shoppers’ trust before they return, but the ecommerge surge isn’t likely to slow down post-pandemic. See the full story.
Which marketing tactics resonate with consumers during changing times
A mix of digital and more traditional marketing channels are grabbing consumers’ attention as they spend more time at home. How to best tailor offers varies across demographics and geographies, but consumers are unified in their willingness to sacrifice sales for the good of a brand’s workers. See the full story.
How small businesses can navigate an existential crisis
A majority of consumers have witnessed the demise of one of their beloved small businesses during the pandemic, but nearly just as many say most entrepreneurs in their communities are adapting to the new normal. Geography and demographics dictate which tactics work best in bringing customers back. See the full story.