{"id":360615,"date":"2021-01-15T08:28:05","date_gmt":"2021-01-15T16:28:05","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=resources&#038;p=360615"},"modified":"2021-01-18T01:44:39","modified_gmt":"2021-01-18T09:44:39","slug":"customer-experience-leadership-during-covid-19","status":"publish","type":"resources","link":"https:\/\/www.genesys.com\/en-gb\/resources\/customer-experience-leadership-during-covid-19","title":{"rendered":"Customer Experience Leadership During COVID-19"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section g_section_text=&#8221;white&#8221; full_width=&#8221;stretch_row&#8221; el_id=&#8221;resources-header&#8221; css=&#8221;.vc_custom_1557260620493{background-color: #4e5054 !important;}&#8221; el_class=&#8221;visible-overflow&#8221;][vc_row content_placement=&#8221;middle&#8221;][vc_column width=&#8221;2\/3&#8243;][vc_column_text]<\/p>\n<h3 class=\"pgtagline\">MYCUSTOMER RESEARCH REPORT<\/h3>\n<p>[\/vc_column_text][vc_column_text]<\/p>\n<h1 class=\"landing-page__title\">Customer experience leadership during COVID-19<\/h1>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_row gap=&#8221;35&#8243; equal_height=&#8221;yes&#8221; css=&#8221;.vc_custom_1560865125386{margin-bottom: 100px !important;}&#8221;][vc_column elemental_order=&#8221;order-2&#8243; width=&#8221;2\/3&#8243; css=&#8221;.vc_custom_1569524754144{margin-top: 40px !important;padding-right: 5% !important;}&#8221;][vc_column_text]COVID-19 has\u00a0thrown 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.<\/p>\n<p>Drawing on interviews with multiple customer experience practitioners &#8211; many of whom were finalists in MyCustomer&#8217;s recent CX Leader of the Year award &#8211;\u00a0this 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.<\/p>\n<p><strong>This includes:<\/strong><\/p>\n<ul>\n<li>How opportunities for additional customer support and assistance were identified<\/li>\n<li>How staff were kept safe, supported and informed<\/li>\n<li>How customer communications were made transparent\u00a0and proactive<\/li>\n<li>How\u00a0customer experience\u2019s influence within the organisation has been developed<\/li>\n<li>How focus on CX was maintained despite the pandemic<\/li>\n<\/ul>\n<p>Download this report now to learn from these real-world examples and gain insights into how the CX world has responded.[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/3&#8243; el_class=&#8221;negative-form&#8221; css=&#8221;.vc_custom_1569438416105{margin-top: 100px !important;background-color: #f3f3f3 !important;}&#8221;][vc_column_text]<\/p>\n<h2 class=\"text-orange text-24\" style=\"text-align: center;\">Download the research report<\/h2>\n<p>[\/vc_column_text][vc_single_image image=&#8221;360616&#8243; alignment=&#8221;center&#8221; si_max_width=&#8221;60%&#8221;]<div class=\"eloq_form elq-container gmkto_form_type_hot gmkto_format_vertical\"><form method=\"post\" name=\"MasterLeadIntakeForm\" action=\"https:\/\/s1260946616.t.eloqua.com\/e\/f2\" data-proc=\"page\" data-ppcount=\"5\" onsubmit=\"return proc_submit(this);\" class=\"beam-form elq-form init yesknown yesprefill yespp strict-check\"  ><div id=\"known_person\" style=\"display:none;\"><p class=\"welcome_user\"><span 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Indeed, research indicates that nearly all organisations have made major changes [&hellip;]<\/p>\n","protected":false},"author":49,"featured_media":360616,"template":"","tax_priority":[],"tax_contenttheme":[],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[],"tax_products_programs":[],"tax_buying_job":[],"tax_buyer_persona":[],"tax_sector":[16937,16997,17005,17030,17066],"tax_segment":[],"class_list":["post-360615","resources","type-resources","status-publish","has-post-thumbnail","hentry","tax_sector-financial-en-gb","tax_sector-industrial-en-gb","tax_sector-public-en-gb","tax_sector-retail-en-gb","tax_sector-technology-en-gb","tax_content_type-report-en-gb"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/resources\/360615","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/resources"}],"about":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/types\/resources"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/users\/49"}],"version-history":[{"count":4,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/resources\/360615\/revisions"}],"predecessor-version":[{"id":360712,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/resources\/360615\/revisions\/360712"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media\/360616"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media?parent=360615"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_priority?post=360615"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme?post=360615"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_bundle?post=360615"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme2?post=360615"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_capability_sitewide?post=360615"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_products_programs?post=360615"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buying_job?post=360615"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buyer_persona?post=360615"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_sector?post=360615"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_segment?post=360615"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}