Consumer behaviour and expectations have dramatically changed
since COVID 19. So we asked Experts three questions on the topic changing consumer bahvior, challenges for organisations, and immediate actions to take to stay on top of the Experience Economy.
This is an interview with Laura Mazin, Director of AchieveAble and ex Executive GM at Telstra for Customer Experience.
In her words, organisations need to focus on the following:
1) Organisations need to further evolve their technologies to enhance their customers’ experiences.
2) Quick makeshift solutions to address increase in customer demand need to be industrialised to ensure robustness and compliance.
3) Don’t underestimate what a big differentiator customer experience really is, because your competitors certainly get it.
Watch the full video here.
