How to navigate the lasting impacts of Covid-19 on Customer Experience

'The world will never go back to the way it was’ - Bill McDermott, CEO of ServiceNow.

'We are never going to go back to working the way that we did’ - Jared Spataro, VP of Microsoft 365

When two top business leaders make exactly similar sounding statements, when talking specifically about Customer Experience (CX) as a response to the COVID-19 pandemic, we know there is an Inevitability to what they are hinting at. And yes, the pandemic has certainly caused a drastic shift in human lifestyle on a very fundamental level. Safety is a primary concern that is driving the change in CX expectations, and given that this concern has stayed on for several months, and is bound to remain for the foreseeable future, we can be certain that some of the lifestyle changes would remain permanent.