Companies that adapt to the changing needs of customers will recover more rapidly and be better positioned than competitors. McKinsey experts review three areas for leaders to focus on.
COVID-19 has brought extended lockdowns, pervasive uncertainty, and sustained attention on health. All of these factors are reshaping customer behavior. The challenge for companies is to understand which customer trends and patterns will endure over the longer term. In this webinar, McKinsey experts discuss research on how companies can adapt by investing in three areas.
For more, see “Elevating customer experience excellence in the next normal” and “Adapting customer experience in the time of coronavirus.”
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