COVID-19 has turned everyday life on its head. With the situation changing daily, businesses must act with Integrity and Empathy to navigate the current challenges and retain their customers when the crisis ends.

During these uncertain times companies focusing on customer experience (CX) may stand the best chance of supporting their customers and protecting their business, while also laying the seeds for future growth. Our Six Pillars of customer experience excellence provide the framework for outstanding customer experiences, and during the COVID-19 outbreak we see two of the Six Pillars – Integrity and Empathy – playing an even more important role. By treating customers in the right way now, organizations are able to continue to nurture and likely to retain them in the long-term.

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