What the world is used to defining as valuable is changing: while oil prices plummet and airlines despair, many supermarkets have been struggling to keep their shelves stocked and some video conferencing service companies have enjoyed an unbelievable business breakthrough.
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Great customer experience (CX) used to define companies from the myriad others with very similar product offerings; now it has become a necessity for the companies to survive and ramp up its recovery from this difficult period. Businesses’ objectives have also shifted to adapt to the new economic landscape; and those who do not catch the wave will be left behind.
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Roberta Scerri 