It is not often in life that you get the opportunity to reset things. However, as the COVID-19 vaccine rolls out, we have a chance that is, dare I say, unprecedented to reimagine Customer Experience. We have been through a shocking year of change. Now, we can decide what parts of the change we want to keep to respond to what customers want now.

We’ve been doing some work with one of our clients recently who will be doing some research. We encountered an interesting question that I shared on a recent podcast, and I thought I’d ask it here as well. We’re starting to see the light at the end of the tunnel. When we can return to a pre-pandemic way of life, what happens with your Customer Experience? Do you go back to how it was pre-pandemic and effectively ignore everything that’s happened over the past year, do you carry on the way that you’re operating now, or is there a hybrid of both?

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