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For Customer Experience Professionals

A Framework For Helping Customers In Crisis

How 26 Firms In Asia Pacific Created New Standard Operating Practices For Business As Unusual

June 1, 2020

Why Read This Brief

Crisis reveals character. Right now, businesses are showing their character as they respond to unprecedented change in near real time. As governments order whole sectors to shut down, customer experience (CX) professionals and their firms must change how they operate in order to win, serve, and retain customers facing uncertain cash flows and limited freedom of movement. Read this report to see examples of how 26 B2C and B2B firms in Asia Pacific are changing their policies and strategies to support customers in tumultuous times.

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Table of Contents

  • Smart Firms Are Bending So They Don't Break
  • Use A Framework To Prioritize Who And How To Help
  • Recommendations

  • Evolve Policies For Long-Term Success
  • Supplemental Material
  • Related Research Documents

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