“How should online retailers and brands be thinking about CX in response to changes in customer behaviour as a result of Covid-19?

The old models for building an ideal customer experience (CX) online and in-store have been upended and fundamentally changed during the course of the pandemic. Where once the focus was on building different CX for each channel, Covid-19 has served as a wakeup call to build a strategy around the customer that can deliver a seamless, consistent and frictionless experience for the whole buying journey, no matter the channel nor the…”