The shut-down and subsequent radical reshaping of the economy brought about by COVID-19 have plunged everyone – brands, communities, nations – into an unfamiliar situation marked by profound uncertainty.
Before, organizations made the shift to digital at their own pace. Now, the timeline has accelerated and every business has to make the digital leap. From shopping, banking and entertainment, to education, healthcare and government, digital interactions are now the primary way – in some cases the only way – for customers to access information, products and services.
In this e-book, we will take a closer look at how customer experience is changing in this rapidly evolving landscape. We will explore:
- Why companies need to adapt quickly
- How agility, flexibility and resilience make digital acceleration possible
- The impact of the current changes and challenges on a range of industries
Along the way, we will share real-world examples of brands embracing this digital acceleration and meeting new standards for customer experience.
What we hope to convey here is simple: There are clear and concrete steps that organizations can take to overcome the many challenges we now face and those that lie ahead.