Customer Experience in a Post -COVID-19 W orld How CX Leaders are Reinventing their Strategies to Meet Customer Expectations in the Post-Pandemic ‘New Normal’Contents 3 Executive Summary 9 The ‘COVID-19 Effect’ on CX Strategy 14 18 What Customers Want in the Age of COVID-19 The Technologies Shaping the Future of CX Click below to navigate 4 Methodology 10 How COVID-19 has Changed Customer Behaviour Forever 15 19 Seven Barriers to CX Success in the Post- Pandemic ‘New Normal’ Six CX Investments to Prioritise in the Age of COVID-19 5 CX Leaders are Reimagining their Strategies Following COVID-19 2 Customer Experience in a Post-COVID-19 WorldKey Findings 31% think customers will go back to the old way of doing things after the pandemic 66% believe building up a 360

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