The pre-pandemic customer will not be the same in a post-pandemic world

Physical distancing measures have necessitated reconfiguration of services at an unprecedented scale and pace. Adoption and customer tolerance for friction have been high during the COVID-19 crisis, but for businesses to be successful in a post-pandemic world, they must understand how their customers’ profiles and needs are changing. As the pandemic wanes, the organizations that have transformed their services in a customer-centric way will stand out in a market newly saturated with digitally driven offerings. Here are four ways organizations can prepare to compete on the basis of customer experience in the post-pandemic future.