COVID-19: THE AFTERMATH

COVID-19 has hit us fast and furiously in 2020. A general lack of preparedness in customer care has revealed each industry’s weaknesses and vulnerabilities. Every vertical market has its own unique challenges, but the concerns that are universal for all of them include lack of bandwidth, secured networks, and reliability. In this volatile and unpredictable environment, Frost & Sullivan identified a number of effects on Customer Experience (CX) that must be monitored closely over the next few weeks. Frost & Sullivan’s global CX analyst team weighs in on the impact that COVID-19 will have on CX teams around the world and how you can support yours.