Is Your Digital Customer Experience Ready for the ‘New Normal’?

August 27, 20209min

The coronavirus has fundamentally changed customer experience. Consumers’ attitudes, shopping habits and budgets have all been impacted severely. The only way organisations can survive this tumultuous time is to adapt fast and re-connect with their customers so that they are providing their audience with what they need most. In order to bounce back, CX leaders should consider the following.

Understanding your customers

You no longer know your customers. While this may seem like a rash statement, it is clear that what your customers wanted pre-COVID aren’t necessarily top of their wishlist currently. What are their post-pandemic hopes, fears, and attitudes? Does your brand purpose resonate as much now as it previously did and is it authentic? Do you have a good understanding of the role your products and services play in people’s lives and how will they consider, buy and consume them in the future? Answering these questions is hard and you’ll need the ability and culture to harvest data, hypothesise, test, learn and iterate as you go.

For CIOs, this a real test. Becoming truly agile, design-led and highly automated are ambitions that were already being pursued in many organisations (like BP, Scottish Water and British Gas, for example) well before the pandemic.

As markets become less certain and the focus on cost out and value up intensifies, these initiatives are becoming imperative. Speed to market and relevance are key and CIOs need to partner with parts of the business that own the customer interface (marketing, customer service, sales teams) and drive together towards a new way of delivering digital products and services into the hands of customers and those that serve them.

Mastering your data

It’s also a big test of data mastery and your Customer Data Platform arrangements. It’s critical to be able to liberate, aggregate and interpret what you know about customers so you can reach them at the right time, through the right channel, with the right offer.

You need tools to be able to execute on this insight. Technology is there to help agents decide on their next best action depending on the customer’s circumstances, to help track and intelligently manage and schedule customer contacts, to automate marketing communications based on meaningful triggers.  Such solutions need to be well chosen, integrated and adopted.

Content is king

It’s equally a test of your story. The importance of pushing great content down a variety of marketing and engagement channels to really connect with your audience can hardly be overstated.

Many businesses like Chipotle and WhatsApp, for example, have been effective in striking the right tone, targeting their audiences and strengthening affinity to their brand during the pandemic. They’ve done this through a combination of practical support, honest dialogue and helpful new services.

Maintaining this connection as we exit the pandemic will maximise the enduring value of their engagement in these difficult times.

Do you have content and digital asset management solutions in place to get your new messages out in a compelling and personal way at scale? And is your organisation geared up to leverage it?

Adapting the store experience

Adapting the in-store shopping experience to accommodate a global pandemic is tough. Keeping up sales and standards of service whilst maintaining social distance, avoiding excessive touching of products and surfaces and the handling of cash has left many retailers scratching their heads.

Contactless payment and self-service checkout are increasingly expected by consumers. Beyond this, the pursuit of a truly “Phygital” experience is receiving increased attention. AR and VR initiatives will gather pace for some businesses looking to achieve product and brand immersion without human contact, both in the store and at home.

Many will be watching leading lights, like Amazon Go and Nike Live for inspiration, but with a keen eye on working out what will work for them and make a genuine difference to customer experience and value. Those without a well-researched and considered omnichannel strategy could fail to act and lose out or be seduced by a new idea that misses the mark.

The ramp-up of ecommerce for bigger businesses has been a feature of the pandemic that will endure for many. For those not inclined to invest in enterprise commerce platforms, this means an acceleration of a trend towards “composable commerce”, modular, open architectures that give businesses flexibility as their needs evolve.

Customer service at a distance

Companies that provide customer services in the field have really wrestled with social distancing. The pandemic has shined a new light on ways of working that require pen and paper (likely to force employees and customers to be in closer proximity) or on processes that require staff to retreat to office computers as they lack the ability to capture and retrieve data on the move. Those with stronger solutions in this space are more inclined than ever to pursue AR and VR solutions to help with field service training or increasing their rates of first-time fix. These technologies also increase the potential of remote assistance, bringing field agents and contact centre staff together to provide the optimum service.

Contact centres have faced their obvious challenges, needing to either close or embrace distributed working. Continuing down the path of greater flexibility for staff may give them competitive advantage in the new world but their systems and data become increasingly critical once the safety net of co-located teams is removed.


Many of the strategies business are considering in this ‘new normal’ are broadly unchanged and represent modern practices that optimise the customer experience and enable business to survive and thrive. The Covid-19 pandemic simply brings this into greater focus, accelerating some of the prevailing trends in the market. This represents the perfect moment to step back and reflect on your brand’s purpose, your offer to your customers and whether you’re in a good position to fulfil that promise. In the post Covid world, it is important to recognise that failure to act could have dire consequences.

Starting small is always an option and CX initiatives have the potential not only grow the top line but also to drive out operating costs in the near term. And, of course, if a business does not fulfil its customers’ need, someone else will.

Scott Turton

Scott Turton

Scott Turton is UK Lead for Digital Customer Experience at Capgemini.

Inform. Inspire. Include.
A free way to improve your business.

Customer Experience Magazine is the online magazine packed full of industry news, blogs, features, reports, case studies, video bites and international stories all focusing on customer experience.



UK Trademark UK00002648900

EUIPO Trademark 018131832

Contact Information

For article submissions:
Paul Ainsworth

For general inquiries, advertising and partnership information:
Tel: 0207 1932 428

For Advertising and Guest/Sponsored posts:

For Masterclass enquiries:
Tel: +44 20 86386491

Customer Experience Magazine Limited
Company number: 12450532
International House, 24 Holborn Viaduct,
United Kingdom, London, England, EC1A 2BN


Find a job in customer support with Jobsora


decreased sex drive during pregnancy penuma results foods for sexuality increase black ant pills amazon pill under tongue for heart attack what does testerone do for men what to tell your doctor to get viagra viagra for recreational use how does cialis work in the body how to make my dick bigger naturally sit on my cock big cock head increasing penis girth sore dick penis pump price anime tube pro guys with huge penis tri mix erectile dysfunction penile enlargement pictures problem and solution articles dick harder revatio prescription online penis expansion gif ibuprofen erectile dysfunction penis transformation virectin walgreens jelq reddit he man sex blue viagra dick definition buying prescriptions on line penis extension super hard dick best supplements for harder erections l arginine cold sores how long does a cialis pill last reasons for impotence get a bigger penis ed reversal silicone penile injections results real sex live price pro pharmacy reviews

order cbd oil online cbd manufacturers cbd oil for depression and anxiety taking cbd oil orally diamond cbd lab results where to buy cbd oil reddit cbd pens for sale doterra best sellers cbd oil psychosis last minute hotel deals in sydney cbd lazurus cbd oil ordering cbd oil online cbd for face herbalist pain cbd oil bho cbd oil cbd oil and autism research earth organics ablis cbd shot how to make cbd nasal spray cbd oil lotion recipe koi vape cbd cbd and cancer medication oil thats not how any of this works pga store utah best cbd oil with terpenes celebrex dosage cbd recipes cannabidiol interactions cbd greenville sc prop 205 arizona 2018 buy cbd pills youtube willie neal johnson and the gospel keynotes does cbd give you energy why cbd lip balm cbd oil make you fat cbd oil navy cbd concentrate cartridge kore cbd oil cleveland clinic clinical trials drug tesr for cbd hemp oil ohm therapeutics

vegan weight loss two week weight loss diet weight loss balloon weight loss mirror fasting weight loss calculator all day energy greens weight loss protein shakes for weight loss recipes what keto pills are best beth chapman weight loss diet yoga weight loss routine lactobacillus gasseri weight loss diet plans for quick weight loss best fruit juice for weight loss diet pills that start with l weight loss funnies low carb weight loss plateau green tea weight loss in 1 month home remedy for quick weight loss tamoxifen and weight loss loss weight fast pills australia naturopathy for weight loss how to tighten skin after weight loss smoothie diet recipes for weight loss oprah weight loss pills super fast weight loss diet kim kardashian weight loss 2016 diet weight loss pills for hypothyroidism pre diabetic weight loss diet plan list weight loss pills june honey boo boo weight loss 2016 very effective weight loss pills best cat weight loss food working diet pills metabolic weight loss cost tonalin diet pills weight loss before and after stories diet pills with dmaa for sale dr oz weight loss pills free trial tips for quick weight loss curry weight loss quick healthy weight loss supplements breakfast drinks for weight loss

vape craft voopoo panda wont turn on red light best fruit vape juice voopoo gold drag 157w mod usb chargeable element vape address vaping monkey nola vape make thc oil for ecig stove top coil vape ecig assessories square battery vape menthol e cigarette liquid one joy ecig smok x priv mod only switchback ecig evod 4 in 1 vape pen manual how old do youbhave to be to buy an ecig tank smok usa service center e cigarette vs cigaret e cig wicks and coils what is throat hit vape low nicotine salt juice vape tank no leak trend vape nicotine levels in electronic cigarettes quanta vape best variable wattage box mod voopoo drag custom software vape starter kit wholesale uwell crown 3 mini sub ohm tank review matte black rda juice head vape juice smok alien starter kit best battery for smok alien smok marshal g320 mod voopoo drag pod software update uwell crown rba build deck coil e cigarette vg uwell crown mini price cdc and vaping voopoo drag mod white vape pens juice