Businesses of all sizes and sectors have struggled over the past year, as the pandemic has put customer experience strategies to the ultimate test.
Yet some organisations have easily transitioned to digital-first customer journeys, and have had been flexible enough to easily accommodate a shift to remote working. While most organisations have found it a struggle to survive, there are some that have thrived, demonstrating technical agility, innovation and business continuity that has simultaneously maintained or even improved employee engagement, while also driving greater customer engagement during the toughest of times.
So who are these organisations and how can we transition our own workforces and customer experiences into becoming one of the modern enterprises?
Neil Davey is the managing editor of MyCustomer. An experienced business journalist and editor, Neil has worked on a variety of newspapers, magazines and websites over the past 20 years, including Internet Works, CXO magazine and Business Management. He joined MyCustomer in 2007.