The world is seeing a reset across multiple fronts owing to Covid-19. In these unprecedented times, businesses have multiple challenges– but the one challenge that keeps them most worried is – what is happening to their consumer? How can they serve them, deliver the promise they made in the BC era (before Covid), be there when they are needed most? How will they deliver a customer experience during this time?

It’s never easy to make CX count – while its impact can be felt, culturally organizations need to make strategic choices for CX to give sustainable benefits. Amid the pandemic, the organizations that use digital as a medium to acquire or service customers will have to make tough choices – is digital all pervasive and comprehensive or is it just a mere channel to transact? Research has shown that pervasive use of digital leads to significant profitable growth and increase in customer loyalty. To be able to do this – you will have to look at the market, understand digital signals, work with vendors and partners eco-system, drive employee experience and create a technology architecture that delivers this objective. All this keeping the customer at the center, driving #customerfirst philosophy.

Join an ET Unwired Session, The Evolution of CX in the Pandemic, powered by Zendesk, to learn how the Covid era has changed the CX world.

Key Takeaways:

• Getting back to pre-Covid levels
• Leveraging technology for better CX
• Digital leads to significant profitable growth

Audience: – CX- Head / VP/ Director/ AVP CX , IT