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Redefining the Customer Experience for a Post-COVID-19 World
Marina Netto · 07.16.2020

As many companies and brands get back to a sense of normalcy after a global pandemic, the ability to adapt, evolve, and reimagine how to meet the needs of customers in a post-COVID-19 setting is needed more than ever. It is important for businesses and brands to learn from the past, address the present, and plan for the future.

While this new normal presents itself with challenges, there is also the opportunity to forge stronger ties with customers. In the world of customer experience, the COVID-19 pandemic has greatly affected customer buying behavior as a result of the customers’ changing lifestyles and value sentiments. Social distancing, for one, has invited plenty of customers across all generations to embrace technology by using digital channels, as seen with today’s younger generations helping older generations navigate the digital space. Based on years of knowledge gathered by conducting the Global CX Survey since 2013, the Teleperformance Customer Experience Lab (CX Lab) gauges the growing adoption of online-based services will also foster an increased demand for customer service and acceleration of mobile app adoption. Chatbots are forecasted to have nearly twice as many users within two years, and the increasing number of customers who use instant messaging will continue to grow.

How can businesses and companies redefine the customer experience for a post-COVID-19 world? In our latest white paper that features the CX Lab’s in-depth insights, we explore the new customer mindset, the impact of the coronavirus crisis on customer contact rates, channel adoption rates, how customer experience affects loyalty, and how customer experience delivery and accessibility can help customers.

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