COVID-19 has extensively impact on customer behaviors. While companies continues to adjust strategies to align with these behaviors as they evolve, the ability of being able to filter behaviors and trends that will prolong is of utmost importance to win in the next normal.
According to Mckinsey’s recent article, customer experience will be interpreted with three top priorities in post-pandemic era: digital excellence, safe and contactless engagement, and dynamic customer insights. Winning companies will proactively utilise customer data to generate insights and tailor-make experience through digital excellence and contactless engagement.
Read the full article here for details of the three priorities and more exemplary examples from companies in order to shape your customer experience excellence strategies and augment advantages to excel business post pandemic.
Source: Elevating Customer Experience Excellence in the Next Normal, McKinsey & Company, May 2020