The COVID-19 pandemic has changed how, where and when people shop. As a result of global and personal changes, what sits at the heart of consumers' expectations today is the ability to choose and control the customer experience—whether it's having a say in what data they share in exchange for personalization or being more selective in the creators they go to for inspiration. This desire to have control in all aspects of their shopping journey is shifting the consumer–brand relationship. The future of customer experience will be driven not by the brand, but by empowered consumers. This is challenging businesses to adapt and innovate faster than ever. By combining expert views with Facebook IQ research, we uncover the keys to building an optimal experience for tomorrow’s shoppers.
About Kyle Ranally
For the past 3+ years, Kyle has been focused on uncovering global consumer insights and trends as part of Facebook IQ, a resource to help businesses build future-forward strategies with foresight at the intersection of people and social technology. In this role, he enables brands and retailers to achieve success by identifying business opportunities grounded in a deep understanding of people''''s evolving behaviors and expectations. Before joining Facebook, Kyle was an insights manager at Mindshare North America, working closely with clients such as Unilever, General Mills, TJX Companies, Booking.com and others. Prior to that, Kyle worked as a research analyst at Dentsu Aegis Network’s Vizeum, supporting clients such as Reckitt Benckiser, Discover, Tommy Hilfiger and Calvin Klein.