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Customer Experience, Employee Experience and Innovation amid the Pandemic
As we wrap up 2020, many of us have a lot to be thankful for and have come to understand what truly matters. We have also seen some amazing examples of innovation and disruption amid the pandemic across customer and employee experiences.
Innovation has ranged from curbside pickup to contactless payment at restaurants and grocery stores to e-learning in schools. Some of the businesses that were able to adapt even thrived from the opportunities in these uncertain times.
The reality is, customer experience (CX) is not a standalone experience. CX and employee experience (EX) go hand in hand. Each customer engagement leads to adapting the employee engagement. With remote work, we transformed our day-to-day schedules and are finding balance across work and home priorities. One day at a time.
Let’s explore a few shifts in the dynamics of CX and EX today. Based on a recent study by McKinsey, 90% believe that the current crisis is an opportunity to “fundamentally change the way we do business over the next five years.” Time will tell if the new business model will continue to innovate and adapt.
Resilience and Stability
Every business has had to adapt to the changes in the environment today. We have seen new…
