Customer Experience in a Post-COVID-19 World

How CX Leaders are Reinventing their Strategies to Meet Customer Expectations in the Post-Pandemic ‘New Normal’

COVID-19 has already changed CX forever. It has disrupted in-person interactions. It’s transformed customer behaviour. And it’s resulted in a digital space that’s noisier and harder to cut through in than ever.

This representative survey of more than 100 senior customer experience leaders shines a light on the ways COVID-19 has already reshaped the business landscape. Then, it profiles the strategies and innovations CX pioneers are developing to prepare for the future.

With a focus on digital transformation, it reveals how this pandemic has provided a catalyst that has helped CX leaders to fast-track organizational shifts that usually take years in a matter of months.  In the process, it highlights how customer expectations are changing as they migrate to digital communication channels and what CX leaders are doing to meet customers’ increasingly high expectations.

Having been forced to interact with brands online to facilitate social distancing, many customers are now embracing these digital alternatives to in-person interactions.

Methodology

This representative survey of 101 UK-based customer experience leaders was conducted between August and September 2020. The participants all work at companies with at least 10,000 employees and hold senior positions as department Heads, Directors, VPs, SVPs or C-level executives.  They were asked 15 questions about how the global pandemic has affected customer behaviour, how it’s changed perceptions of customer experience within their organisations and what the disruption COVID-19 has caused means for their customer experience strategies and investment plans.  We then combined our findings with in-depth commentary from six top CX thought leaders to create a unique snapshot of the forces shaping the future of CX today.

Read this Corinium report to explore the barriers and key challenges companies must overcome to deliver exceptional CX in the post-COVID-19 world.