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.