Trends Report

Update: How Firms Continue To Adjust Their Customer Experience Due To COVID-19

November 12th, 2020
Judy Weader, Principal Analyst
Judy Weader Principal Analyst
With contributors:
Brian Mukasa , Harley Manning

Summary

Customer experience (CX) professionals should read this research to understand how other firms are adjusting their customer experience in the wake of COVID-19. Retailers are lightening customers’ stress load for the holidays by moving more sales online and making in-person trips easier to coordinate. Travel firms are offering flexible, guest-friendly products and services to entice customers out of their homes for as little as a workday at a time. Firms are relying on technology to enhance customers’ physical safety as the continuing pandemic requires operating in a “COVID-19-normal” state. Schedule an inquiry for more information.

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