Elevating customer experience excellence in the next normal

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<namePart>Emmanuelli, Constance </namePart>
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<dateIssued>2020</dateIssued>
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<abstract displayLabel="Abstract">The impact of COVID-19 on customer behavior has been sweeping and immediate. Spending across most industries is down, purchases have shifted from in-person to digital channels, and public safety has become a top priority for companies and consumers alike. Executives who had carefully crafted omnichannel strategies to create unique, compelling customer experiences have had to throw out their playbooks and improvise to keep pace. As companies prepare for the long haulwhat we refer to as the next normalthe path forward is anything but clear. The situation continues to change by the week and can vary dramatically by region. Among the most vexing challenges is determining which customer behaviors and trends are here to stay and which ones will eventually recede. Companies that invest in the wrong capabilities could find themselves on the outside as competitors that can offer exemplary customer experiences cement their advantage.</abstract>
<note type="statement of responsibility">Constance Emmanuelli, coop.</note>
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