The companies that have the best chance of surviving and thriving post-pandemic are those that have already started to alter many aspects of their business, in the following ways: There is no recent precedent for coming out of a pandemic of this magnitude and severity, but businesses have a great deal of experience in recovering from recessions. It’s time to move ahead and not wait for things to go back to “normal,” because the meaning of normal has changed, and consumers’ expectations have been permanently altered. A majority of the changes are positive and would have happened anyway, although they were accelerated by the pandemic. Then the pandemic hit, and all but essential investments were stopped as companies did what it took to keep their doors open and, if they were lucky, remain profitable. The world has changed, and so must businesses that want to thrive in the future. It started off well, with companies planning to invest more in customer experience (CX) initiatives than in any prior period.
View this document on the publisher’s website. Customer Experience in the Post-Pandemic World
