One of the lasting side effects of the Covid pandemic that we, as customer experience professionals, need to be mindful of is how the past three years have brought about massive changes in our customers\u2019 preferences and behaviors. Things we surely thought we knew about these customers are no longer dependable, and we stand to be surprised and blindsided by them if we don\u2019t continually recalibrate that understanding. <\/p>\n\n\n\n
Industries such as retail, banking, and travel have seen a literal top-to-bottom reinvention of the customer experiences that matter most, with old practices and processes no longer impactful or relevant. <\/p>\n\n\n\n
Compounding this, these customers actively pursuing new and emerging experiences are generally less forgiving of bad or miscalibrated practices and interactions. They are less tolerant and expect a higher service bar to be adhered to while simultaneously reinventing their relationships with the brands and the companies behind them. <\/p>\n\n\n\n\t