In this age of digitisation, customer experience is the great equaliser. It can make or break a business, be it a startup or a unicorn. Nailing customer experience can be a tricky affair and requires careful analysis and understanding of customer behaviour. Unfortunately, the impact of the pandemic on customer behaviour was unprecedented and swift. Companies had to throw away their traditional CX playbook and improvise fast.
A recent study by Ricoh Europe polled 952 European office workers at firms with more than 1,000 employees. According to this study, “one in five (22%) believe their company has lost revenue during the pandemic as a direct result of poor customer experience.”