Jun 23, 2020 | 12:00-1:30 PM BST
12:00 PM BST - Welcome and Introductions - Meet your peers and our hosts
12:05 PM BST - Boardroom Discussion - Accelerating The Customer Experience Imperative In The COVID-19 Era
During this virtual roundtable, we will examine the short-term and long-term implications due to COVID-19 and how organizations can adapt their customer experience practice and organizational stance to survive and ultimately thrive in this era.
Many organizations have adapted extremely rapidly in order to offer customers solutions to purchase through safe means. This has required changes in service delivery, messaging, and the digital means to deliver.
Even after lockdowns are lifted, the expectation of returning to business as usual may not be realistic as customers solidify new purchasing and living habits. Businesses who cater to this nesting instinct with adapted offerings and channels may benefit.
Historically, many organizations have struggled with digital transformation, particularly as existing business continuity often makes simultaneous changes to processes difficult. Larger corporations with enough capital to ensure long-term survival have taken this chance to instigate wholesale process and platform change during this period.