Customer Experience in a Post-COVID-19 World

How CX Leaders are Reinventing their Strategies to Meet Customer Expectations in the Post-Pandemic ‘New Normal’

COVID-19 has already changed CX forever. It has disrupted in-person interactions. It’s transformed customer behaviour. And it’s resulted in a digital space that’s noisier and harder to cut through in than ever.

This representative survey of more than 100 senior CX leaders shines a light on the ways COVID-19 has already reshaped the business landscape. Then, it profiles the strategies and innovations CX pioneers are developing to prepare for the future.

With a focus on digital transformation, it reveals how this pandemic has provided a catalyst that has helped CX leaders to fast-track organisational shifts that usually take years in a matter of months.

In the process, it highlights how customer expectations are changing as they migrate to digital communication channels and what CX leaders are doing to meet customers’ increasingly high expectations.

Key findings:

• 86% of CX leaders have updated their strategies because of COVID-19
• 79% say COVID-19 has increased the volume of digital customer interactions with their brands
• 50% say customers now expect a more seamless, integrated digital experiences

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