14th Jan 2021

Customer experience leadership during COVID-19

A MyCustomer report drawing on interviews with CX managers to learn how their CX programmes have responded to the pandemic.
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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.

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 maintained despite the pandemic

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


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