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Adapt Your Customer Experience Strategy to Successfully Weather COVID-19

Protect your revenue while maintaining strong customer relationships during the pandemic crisis.

  • COVID-19 is an unprecedented global pandemic. It’s creating significant challenges across every sector.
  • Collapse of financial markets and a steep decline in consumer confidence has most firms nervous about revenue shortfalls and cash burn rates.
  • The economic impact of COVID-19 is freezing IT budgets and sharply changing IT priorities.
  • The human impact of COVID-19 is likely to lead to staffing shortfalls and knowledge gaps.
  • COVID-19 may be in play for up to two years.

Our Advice

Critical Insight

The challenges posed by the virus are compounded by the fact that consumer expectations for strong service delivery remain high:

  • Customers still expect timely, on-demand service from the businesses they engage with.
  • There is uncertainty about how to maintain strong, revenue-driving experiences when faced with the operational challenges posed by the virus.
  • COVID-19 is changing how organizations prioritize spending priorities within their CXM strategies.

Impact and Result

  • Info-Tech recommends rapidly updating your strategy for customer experience management to ensure it can rise to the occasion.
  • Start by assessing the risk COVID-19 poses to your CXM approach and how it’ll impact marketing, sales, and customer service functions.
  • Implement actionable measures to blunt the threat of COVID-19 while protecting revenue, maintaining consistent product and service delivery, and improving the integrity of your brand. We’ll dive into five proven techniques in this brief!

Adapt Your Customer Experience Strategy to Successfully Weather COVID-19 Research & Tools

Start here

Read our concise Executive Brief to find out why you should examine the impact of COVID-19 on customer experience strategy, review Info-Tech’s methodology, and understand the four ways we can support you in completing this project.

1. Assess the impact of COVID-19 on your CXM strategy

Create a consolidated, updated view of your current customer experience management strategy and identify which elements can be capitalized on to dampen the impact of COVID-19 and which elements are vulnerabilities that the pandemic may threaten to exacerbate.

2. Blunt the damage of COVID-19 with new CXM tactics

Create a roadmap of business and technology initiatives through the lens of customer experience management that can be used to help your organization protect its revenue, maintain customer engagement, and enhance its brand integrity.

Adapt Your Customer Experience Strategy to Successfully Weather COVID-19 preview picture

About Info-Tech

Info-Tech Research Group is the world’s fastest-growing information technology research and advisory company, proudly serving over 30,000 IT professionals.

We produce unbiased and highly relevant research to help CIOs and IT leaders make strategic, timely, and well-informed decisions. We partner closely with IT teams to provide everything they need, from actionable tools to analyst guidance, ensuring they deliver measurable results for their organizations.

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