It didn’t take a world health pandemic for organizations to recognize the value of providing a good customer experience (CX). Nonetheless, organizations have had to make pivots in their CX game.
McKinsey and Company recommended four actions for organizations to respond to customer needs during the pandemic and beyond:
- Focus on care and concern.
- Meet your customers where they are.
- Reimagine the post-COVID-19 world.
- Build agile capabilities for fluid times.
