Reimagining CX for a Post COVID-19 World

In 2013, L’Oreal executives set an ambitious goal for the company: to shift 20% of the organization’s sales to online channels by 2020. The company was on target to achieve that goal when in March 2020, the COVID-19 pandemic arrived on the scene. Suddenly, L’Oreal needed to shift much further in the direction of online […]