Yet in 2020, these trends spiked to such a degree that most companies could no longer ignore the changes happening in the marketplace. <\/p>\n\n\n\n
Today, many research firms firmly believe that this digital revolution will remain a permanent part of the customer experience.<\/p>\n\n\n\n
To keep up with such sweeping changes, many organizations have had to reevaluate their customer experience strategies and reimagine their customer-facing operations for the post-pandemic next normal<\/a>.<\/p>\n\n\n\n Below, we\u2019ll look at a few key points on which to focus when developing a customer experience strategy for the 2020s, and perhaps beyond.<\/p>\n\n\n\n The growth and universality of technology have been some of the driving forces behind customers\u2019 changing expectations\u2014and the more quickly technology changes, so will the expectations. For example, we saw increased demand for mobile-friendly websites<\/a>, mobile apps, and geotargeted search results.<\/p>\n\n\n\n As a whole:<\/p>\n\n\n\n When evaluating these trends and how they impact the customer journey, it is important to pay close attention to one\u2019s own customer base and the megatrends shaping the future of the global economy.<\/p>\n\n\n\n Data-centrism and customer-centrism should become the central pillars of any customer experience strategy\u2014if they are not already.<\/p>\n\n\n\n Building a customer experience strategy on data-driven methods will ensure that the strategy remains current and relevant to customers\u2019 expectations, even as they evolve.<\/p>\n\n\n\n To this end, customer experience managers should:<\/p>\n\n\n\n For these data-driven practices to be effective, it is also necessary to adopt more agile business methods and modern digital solutions, but all of these efforts can only succeed if managers and business leaders are all on the same page.<\/p>\n\n\n\n Creating a great customer experience requires the alignment of a number of business leaders, including marketing, sales, and product development, among others.<\/p>\n\n\n\n Here are a few tactics that can ensure business leaders stay in sync:<\/p>\n\n\n\n Once high-level objectives have been clarified and agreed upon, the next step is transforming those goals into a tactical plan of action.<\/p>\n\n\n\n One useful tool for developing a plan of action is the customer journey map<\/a>. This tool outlines the customer journey in stages, and it can help all stakeholders understand their role in creating an experience that remains consistent across channels and technologies.<\/p>\n\n\n\n A very high-level overview of that journey would include:<\/p>\n\n\n\n In short, a customer journey map will outline the path customers take both before and after making a purchase. This tool can act as a reference document and communication tool that maintains accountability, clarifies responsibilities, and improves collaboration between stakeholders.<\/p>\n\n\n\n Since the modern economy is evolving so rapidly, it should come as no surprise that agile methods have become so widespread. The Agile<\/a> methodology has been used in everything from software development to change management to the customer experience.<\/p>\n\n\n\n There are several ways to integrate agile principles into a customer experience strategy:<\/p>\n\n\n\n The customer journey is evolving rapidly and becoming nonlinear, which makes sequential business models less relevant. Agile, with its focus on responsiveness, is more tolerant of uncertainty, making it a more useful approach for customer journeys that are complex, branching, and continually changing<\/a>.<\/p>\n\n\n\n A forward-thinking customer experience strategy should be cognizant of both the macro trends driving change in the economy, as well as the individual sentiments and behaviors of one\u2019s own audiences.<\/p>\n\n\n\n Yet in the modern business world, change is constant, so it is imperative to adopt business practices and tools that are built upon principles of composability<\/a>, continual improvement, and agility.<\/p>\n\n\n\nReimagining customer experience in the post-COVID era<\/strong><\/h2>\n\n\n\n
1. Keep up with the escalating expectations of customers<\/strong><\/h3>\n\n\n\n
2. Adopt data-centric and customer-centric business processes<\/strong><\/h3>\n\n\n\n
3. Ensure business leaders are fully aligned<\/strong><\/h3>\n\n\n\n
4. Develop a multiexperience customer journey map<\/strong><\/h3>\n\n\n\n
5. Stay agile and adaptable<\/strong><\/h3>\n\n\n\n
Key takeaways<\/strong><\/h2>\n\n\n\n
![](\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2023\/04\/Support-A-min_643bf208.png\"\/)
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