Gartner Research

Post-COVID-19 Uncertainties: Customer Drivers

Published: 02 July 2020

ID: G00728803

Analyst(s): Brian Prentice , Fabio Chesini , Andy Rowsell-Jones , Mentor Cana , Roger Caleya , Daniel Sanchez Reina


The COVID-19 pandemic story is still being written. Given its fluid nature, efforts to forecast the postpandemic “new normal” are misplaced. Instead, CIOs should consider critical uncertainties through scenario planning related to customer drivers emerging from the pandemic.

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