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Customer experience in the new reality

Customer experience in the new reality

KPMG
Pages 98 Pages

The COVID-19 pandemic has fundamentally reshaped customer expectations, prioritizing health, safety, and trust. Companies must adapt by focusing on integrity, personalized experiences, and digital transformation to meet evolving demands. The report emphasizes the importance of maintaining "commercial cadence," a rhythm of interaction that sustains customer relationships. Success in the new reality requires organizations to be agile, digitally enabled, and aligned with customer needs, with a focus on creating value through seamless, trustworthy, and empathetic experiences.

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