Bain & Company provides customer experience leaders with actions to support customers and employees through value adding experiences

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A Customer Experience Leader's Checklist for Responding to COVID-19

Customer Experience Checklist – Bain & Company provides customer experience leaders with actions to support customers and employees through value adding experiences

Summary:

Bain & Company provided customer experience leaders with a checklist for responding to COVID-19. Some recommendations include:
  • Accelerate Digital Self-Service – Identify opportunities to improve customer experience digitally at lower cost, ensuring technology can handle increased load
  • Reconfigure Frontline Support – Support safety and productivity of employees, enabling them to better serve customers, through automation, finding alternatives, consolidating and removing non-value adding activities
  • Redesign Key Episodes – Prepare for increase in episodes like late payments, cancellations and downgrades, making sure to test improvements and redesign experiences by mobilizing cross-functional and virtual agile teams
  • Maximize Test and Learn – Gather feedback from customers and employees, rapidly testing and learning to maximize customer lifetime value
To read more on this free article, please visit https://www.bain.com/insights/cx-leader-checklist-covid-19-infographic/
Company: Bain & Company

Original publication date: March 16, 2020

Date last updated: April 14, 2020