Customer experience as always been a key driver of business success. However, our current situation has turned upside down everything we thought we knew about our customers and their journeys.
There are three main observations and considerations that are playing out to be important in ensuring that our customer experience work is contributing positively to our business, and not becoming a liability in these times of change.
In this video, Cynthia Short dives into the three areas to pay attention to as you re-evaluate and redefine your customer experience.
If you’re seeking to revisit and redefine your customer experience, contact Lexico.