Trends Report

How 29 Companies Adjusted Policies To Help Customers During The COVID-19 Outbreak

Creating New Standard Operating Practices For Business As Unusual

April 21st, 2020
Judy Weader, Principal Analyst
Judy Weader Principal Analyst
Rick Parrish, Vice President, Research Director
Rick Parrish Vice President, Research Director
With contributors:
Brian Mukasa , Harley Manning , Amanda Brax , Shayna Neuburg

Summary

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 29 B2C and B2B firms are changing their policies and strategies to support their customers during tumultuous times.

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