Consumers are shopping again after an enforced period of calm during the Covid pandemic. This is positive news. Everyone wants to see a recovery in progress, but we have learned lessons during this pandemic about how customer experience (CX) strategies can be more flexible. Customers have also changed their own expectations and are now demanding that brands interact on new channels with different services.
A lot has changed in the past couple of years so we can’t just expect CX in 2022 to reflect 2019 - there is no return to life immediately before the pandemic. Here are my thoughts on the key areas where we should be thinking about a CX evolution right now:
The reality is that the pandemic has changed customer expectations and the ability of CX specialists to deliver great service. It’s now possible to deliver more flexible work-from-home solutions securely and to reap important benefits like hiring team members from anywhere.
CX leaders need to take a long look at where they are today. Returning to the CX that was common in 2019 isn’t going to be a strategy for the 2020s. Think about these five key points immediately, because the world has changed a lot in just two years.
Published first on LinkedIn by Katrin Langley, March 2022.