The 2020 Global State of Customer Experience report highlights the importance of providing relevant and valuable experiences to customers in moments that matter, especially in times of societal disruption such as the Covid-19 pandemic. Call centers have struggled to provide satisfactory experiences due to overwhelming inquiries, while digital customer experience has become crucial in delivering services while adhering to social distancing mandates. Live chat pop-ups have been added to high-traffic webpages to assist with customer care. The experiences delivered during times of stress will have a significant impact on customer retention and loyalty, making it essential for brands to intentionally provide value through their customer experiences. The report also notes that customer experience is finally receiving recognition from senior stakeholders across various industries.
