Our COVID-19: the CX Impact study combines findings from surveys we commissioned (in the U.S. and the U.K.) both before and during the pandemic. By combining the findings with our existing insights we can present a clear picture of how COVID-19 is reshaping the customer experience and how the restrictions implemented to curb the spread of the virus may impact on consumer habits over the months and years to come.

Armed with the insights shared in this report, organizations can identify:

  • the right steps to take to deliver the experience customers expect in a post-COVID-19 world
  • the optimum use of resources
  • the best technologies to deploy
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