If COVID-19 has taught brands anything it’s that great customer experiences (CX) are always a good idea. In good times they spur growth. In tough times they separate the winners from the losers. Core principles that made CX valuable before stay at home orders are still true, but with shifting business models, some of the assumptions we based decisions on may need to adjust.

In this webinar, customer experience (CX) expert Megan Burns and Acoustic CMO, Norman Guadagno, will outline a strategic framework for CX that includes the known and the future unknowns like:

The CX fundamentals: Outcome, effort, and emotion
Why stress gives consumers tunnel vision and makes them less forgiving
How quarantine will change consumer attitudes/preferences long term
The impact of supply chain and value chain disruption on CX
Why trust and employee experience have even bigger roles in CX than before
Tools to prepare for the “unknowns” like environmental scanning, scenario planning, rapid iteration, and A/B testing.

Key customer experience principles