The COVID-19 pandemic has changed the state of customer experience and accelerated digital transformation. Companies in every industry from food service to hospitality to media and entertainment are facing pressure to adjust their operations to meet customer expectations.
We wanted to highlight businesses who are forging a path forward by asking Acquians to share examples of brands that are adapting to deliver convenient and compassionate customer experiences. Here are some of the brands getting it right.
“I've been really impressed with the way arts, cultural and media organisations have adapted to the COVID situation. For example, The National Theatre in the UK is broadcasting a live theatre production every Thursday evening. There has quickly been a proliferation of content aimed at a socially isolated audience. Time Out's tongue-in-cheek rebrand, ‘The Best Things to Do at Home,’ made me chuckle. They're pushing some great content on social media featuring virtual tours of museums and gardens, what to stream right now, etc. I'm impressed with how quickly they've adapted their content strategy and campaign planning.”
-Danielle Woolley, Digital Experience Consultant
“I think the higher education industry and institutions like Harvard and Washington University are doing well to quickly adapt to digital learning. The Taiwan Government and Taiwan's Digital Minister, Audrey Tang, have also embraced fast digital information, including providing citizens with a real-time map of where to locate supplies and face masks using an API and Google Maps.”
-Yuri Fukuoka, Field Marketing Manager (Japan)
“Orangetheory Fitness and other fitness brands that relied on in-person classes are now keeping that sense of community alive by streaming workout classes on platforms like Zoom, Facebook and Instagram Live.”
-Jennifer Rabinovitz, Account Management Coordinator
“Despite the downturn in the hospitality industry and closures, Centara Hotels and Resorts is still actively pushing toward digital experience enhancements to maintain engagement with customers and staying ahead of the curve.”
-Anders Kuah, Key Account Manager (APJ)
“Car finder service, Carvana, is running new ads promoting touchless appointments and deliveries to help keep their buyers safe”
-Jenn Sramek, Director of Learning Services