CX in COVID-19

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COVID-19 has had a dramatic impact on CX touchpoints such as call center staff working from home and social distancing tactics. How are companies and customers adapting? With lines and delays, how were companies able to overcome customer frustration? When owned channels, using face to face touchpoints are normally those that most significantly drive key metrics, like NPS, trust and consideration, what is happening to brand equity? What does the future hold for CX as a result?
André D’Abreu Head of Marketing Intelligence
LATAM Airlines
Fiona Blades President and Chief Experience Officer

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