In response to the crisis, companies have accelerated the digitization of their customer interactions, accomplishing three or four years of progress in seven months.
Chart: The COVID-19 crisis has accelerated the digitization of customer interactions by several years
Chart summary
2020 adoption acceleration1
- Global: 3 years
- Asia-Pacific: 4 years
- Europe: 3 years
- North America: 3 years
Chart data
Date | Global | Asia-Pacific | Europe | North America |
---|---|---|---|---|
Precrisis | ||||
June 2017 | 20 | 22 | 18 | 25 |
May 2018 | 20 | 19 | 19 | 25 |
December 2019 | 36 | 32 | 32 | 41 |
COVID-19 crisis | ||||
July 2020 | 58 | 53 | 55 | 65 |
Notes
1Years ahead of the average rate of adoption from 2017 to 2019.
McKinsey & Company
To read the survey, see “How COVID-19 has pushed companies over the technology tipping point—and transformed business forever,” October 5, 2020.