Enhancing Global Customer Experience In a Low Touch Economy
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CX leaders at global companies are designing and delivering experiences differently, considering implications of the pandemic on an international scale, to deliver value in a low touch economy. In the context of CX, low touch historically referred to a reduced quantity of overall interaction touchpoints (digital or in-person). Now it refers to changed societal behavior, including shifted customer expectations in reaction to guidelines, regulations, and restrictions. Consumers are wary of enclosed spaces, groups, and physical contact. Customers expect reduced, more sanitary, socially distanced, and even contactless physical touchpoints. Businesses are pivoting. Digital adoption is accelerating. How essential and non-essential workers serve customers is changing. For global companies, this includes the added complexity of experiences that reach across borders. Customers must be understood, and experiences must be delivered in consideration of cultural differences, and varied regulations.
Join for an engaging panel discussion, hosted jointly by the TAG International Business and TAG CRM/CX society. The panelists will share advice and lessons learned to-date on adjusting the design and delivery of customer experiences in a low touch economy.