Customer and employee experience in a world transformed by COVID-19

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It’s clear that the journey to something that resembles what we remember as normality will be protracted and uncertain – and that government restrictions and guidance will change and change again. One of the many challenges created by COVID-19 is this – how do organisations reshape their customer and employee experience to conform to new rules and regulations in a way that maintains staff engagement – and that provides customers and clients with a service and an experience they are happy (and willing) to pay for? Before trying to answer that question, let’s look at the different components of that challenge in greater detail. The first is around setting the right expectation at the first interaction.

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