Customer experience leadership during COVID-19
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.
Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organisations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service...
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