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As the Covid-19 pandemic moves into new phases, consumers are increasingly concerned about minimising physical contact to reduce the risk of infection and are putting a high price on health factors when interacting with organisations. As a result, Covid-19 is a major catalyst for the rising trend of touchless interfaces which have become integral to the customer experience.

On 23 June, Capgemini Invent hosted a webinar to bring market-leading insight on the following topics:

  • How can organisations rethink/redesign experiences by reimagining their products and services for a contactless world?
  • How should organisations tackle consumer concerns and protect consumer rights?
  • How do businesses accelerate their ‘contactless agenda’ given the business challenges imposed by Covid-19?

Our panel comprised leaders from various parts of our business:

Gagandeep Gadri – brand and experience

Gagandeep is an experienced branding and customer experience transformation senior advisor and a trusted customer partner to our market-leading clients.

Sarah Hobday – customer strategy

Sarah is a leading customer transformation strategist and has supported customer centric solutions for top clients in the financial services sector.

Bhavesh Unadkat – digital marketing

Bhavesh is an experienced marketing strategist and leads the delivery of several clients across the retail and consumer products sector.

Payal Wadhwa – service design

Payal is focused on immersive and interactive experiences, service design and organisational change for our clients.

The panel also lent some insights from our most recent research report, Covid-19 and the age of the contactless customer experience.

The Capgemini Research Institute surveyed over 5,000 consumers and over 1000 executives from 12 major economies: Australia, Brazil, China, France, Germany, India, Italy, The Netherlands, Spain, Sweden, the United Kingdom and the United States.

Key findings included:

  • 77% of consumers expect to increase their use of touchless technologies to avoid interactions that require physical contact.
  • 59% of consumers prefer using voice-based interfaces in public places such as shops, banks, and government offices
  • 66% of consumers prefer to use mobile apps at physical locations and 62% would prefer to do so even after the pandemic subsides.
  • 52% prefer facial recognition for authentication at retail stores, banks, airports, and offices during the current scenario. However, this falls to 39% in post-pandemic times.

For the full report click here. If you missed our webinar, you can access a recording here. You may also be interested to learn about some other webinars in our Covid-19 series that we are running over the next few weeks, full details of the programme can be found here.