PHOTO: Adobe In 2020 the world saw massive changes in consumer behavior due to the ongoing pandemic. Those changes were not an about-face, but an acceleration of existing trends in digitally-centric behavior that the health crisis only helped to amplify and push forward. Within the first three months of the pandemic, ecommerce experienced ten years of growth in just ninety days, according to McKinsey & Company, while the global pandemic has accelerated the shift away from physical stores to digital shopping by roughly five years, according to a study by IBM. This explosion in new consumer behavior has changed customersâ expectations of brands and their interactions with them. A study by Experian reveals 60% of customers now have higher expectations of their digital experience than before COVID-19.