The pandemic changed the structure of everything we experience: how and what we buy, when and where we work, to the ways we interact and engage with community. It has also made us deeply aware of what’s working, what’s relevant and what’s possible.
There is sharp focus on products, services and brands and their role in the lives of customers and employees alike. Our research found nearly 80 percent of CEOs see the need to fundamentally change how they engage with and create value for customers.
It is easy to understand that in this context Customer Experience (CX) — the
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