The Covid-19 pandemic has had a profound and lasting impact on the experience of customers interacting with businesses. In response to stay-at-home orders around the globe, organizations had to adapt at pace to move customer interactions solely online. As restrictions begin to ease, however, organizations face a new strategic challenge: evaluating how the crisis has changed customer behaviors and what this means for the delivery of a post-Covid-19 customer experience (CX).

In this article, Martin Taylor, Deputy CEO at Content Guru, explores ways businesses can adapt to the digital shift, while preserving the all-important empathetic “human touch” that personalizes every customer interaction and boosts satisfaction.

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