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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.

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  • 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!

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.

Talk to an Analyst

Our analyst calls are focused on helping our members use the research we produce, and our experts will guide you to successful project completion.

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You can start as early as tomorrow morning. Our analysts will explain the process in your first call.

Get advice from a subject matter expert.

Each call will focus on explaining the material and helping you to plan your project, interpret and analyze the results of each project step, and setting the direction for your next project step.

Search Code: 91685
Published: March 20, 2020
Last Revised: March 20, 2020

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