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New MyC report: CX managers share how COVID-19 has influenced their strategies


Drawing on interviews with CX managers, our new report explores how CX programmes have responded to the pandemic - and how some have grown in influence. 

18th Jan 2021
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COVID-19 has thrown business strategies into chaos, and customer experience strategies are no different. Indeed, research indicates that nearly all organisations have made major changes to their customer experience strategy as a result of the pandemic.

So how have customer experience managers and their programmes adapted - and what can we learn from the best performers?

Download our new report to find out

Drawing on interviews with multiple customer experience practitioners - many of whom were finalists in MyCustomer's recent CX Leader of the Year award - this report takes a look at some of the ways that COVID-19 has influenced customer experience strategies over the past year and examines how CX managers have responded and flourished.

This includes:

  • How opportunities for additional customer support and assistance were identified.
  • How staff were kept safe, supported and informed. 
  • How customer communications were made transparent and proactive.
  • How customer experience’s influence within the organisation has been developed.
  • How focus on CX was maintined despite the pandemic.

Download this report now to learn about the experiences of CX leaders including:

  • James Scutt, Head of Customer Experience Strategy and Deployment, Post Office.
  • Sonja Hild, Director of Customer Service, BSH Huishoudapparaten B.V.
  • Antonia Oakes, Executive Head of Customer Experience & Responsible Business, Old Mutual Insure.
  • Holly Richardson, Regional Digital and Customer Experience (CX) Lead, Unilever.
  • Stacy Sherman, Director, Customer Experience & Employee Engagement, Schindler Elevator Corporation.
  • Keith Gait, Customer Service Director, Stagecoach.
  • KV Dipu, President & Head of Operations, Communities & Customer Experience, Bajaj Allianz.

Download the report to learn from these real-world examples and gain insights into how the CX world has responded.


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