Panicked customers, ‘indifferent experiences’: CX Network charts COVID-19 response challenges

Shane Schick tells stories that help people innovate, and to…

CX professionals should focus on scrubbing their data to work with technologies like artificial intelligence and be mindful of how the size of their customer base is changing as they adapt to the realities of the pandemic, according to a report released by CX network.

Released Wednesday, The Global State of Customer Experience 2020 includes responses from more than 200 CX professionals, including interviews and quotes from executives at Microsoft, the Australian Red Cross and many others.

While some of the key priorities of CX pros

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CX Network Microsoft Red Cross

Shane Schick

Shane Schick tells stories that help people innovate, and to manage the change innovation brings. He is the former Editor-in-Chief of Marketing magazine and has also been Vice-President, Content & Community (Editor-in-Chief), at IT World Canada, a technology columnist with the Globe and Mail and Yahoo Canada and is the founding editor of ITBusiness.ca. Shane has been recognized for journalistic excellence by the Canadian Advanced Technology Alliance and the Canadian Online Publishing Awards.