The Pandemic’s Lasting Effect on Customer Experience

From touchless payment to scanning a QR code to see a menu, our customer experience has changed a lot over the past year. The pandemic has clearly had a major impact on what customers need from the brands that serve them.

In this Meet the Analyst Webinar, eMarketer’s principal analyst Jeremy Goldman discussed the shifts brands have made in customer experience throughout the pandemic, and what consumers will expect from brands in the long term as a result.

Watch this webinar, made possible by Merkle, and explore:

The pivots brands had to take to introduce new experiences

How customer expectations have shifted

Which of these developments are most likely here for the long run


Jeremy Goldman

Jeremy Goldman is an eMarketer principal analyst at Insider Intelligence, focusing on customer experience and brand marketing, including email and SMS marketing, personalization, omnichannel, and consumer attitudes. Prior to joining Insider Intelligence, Jeremy spent a decade as an agency founder, digital marketing author, and columnist for leading business publications.
Rocco Albano

Rocco Albano is vice president, customer experience strategy, at Merkle. Rocco has experience conducting global ecosystem and multichannel performance audits, as well as developing digital roadmaps to help large brands and enterprises optimize and transform their paid, owned, and earned assets, re-platform, and build new innovative customer experiences for B2C and B2B markets. He’s previously worked at Medical Broadcasting Company and Razorfish, and has helped brands like Prudential, Nintendo and Johnson & Johnson.


Nicole Perrin Jasmine Enberg is an eMarketer senior analyst at Insider Intelligence. With more than 10 years of experience in market research and analysis, combined with her expertise in international markets from Europe to Latin America, Jasmine offers a global perspective on trends that are shaping the digital marketing landscape and consumer media usage.

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