Reimagining the Customer Experience

Customers have experienced unprecedented changes over the past few months. Some businesses have adapted fast to deliver current services through new channels, and enable working from home (WFH) arrangements; others have pivoted their businesses to provide adjacent services that meet new customer demands driven by WFH and lock down rules; and some organisations have shifted 180 degrees to entirely new business models that support a rapidly changing economy. Challenges continue with a fundamental shift in the nature of consumer brand trust.