MYCUSTOMER RESEARCH REPORT

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.

Download the research report

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