Critical Channels of Choice: COVID-19 Highlights a Failure to Meet Consumer Expectations

This has been a year of unprecedented change in the lives of brands and the customers they serve. Precisely, in conjunction with the CMO Council, set out to discover what brands should know to improve the customer experience in the new normal. To that end, we surveyed more than 2,000 consumers in the United States, […]

Customer Experience changes forever in the wake of COVID-19

“COVID-19 has already changed the world forever.” “Our social, economic, and political impacts will be felt for many years to come.” “Our new normal.” These are things we’ve heard over and over, but just what exactly do they mean? While many have already become numb to these expressions, the constant news cycle, and unrelenting state of change, […]