Customer experience managers can play a key role during and after the Covid-19 pandemic, provided that they can effectively manage their customers’ experience during the crisis. Known cognitive impairments will ensure that your product/service experience is remembered for a long time even after the crisis, it is a unique opportunity to influence the long memory (D. Kahneman, J. Riis University of Pennsylvania, 2005) of your customers. Take advantage of this unique opportunity. Quantify and highlight the economic and business impact that these changes have brought in terms of revenue to your company. Today more than ever, customer experience managers can play a key role.

Customer Experience And COVID-19
Federico Cesconi

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