As the world emerges from months of lockdown and we enter recession, many customer habits, preferences and expectations have changed. This week’s CX tips looks at how to adapt your CX to respond to these changes.

In uncertain times, a commitment to helping customers can pay dividends for your brand and customer loyalty. But when you are in the middle of a crisis, facing chaos and uncertainty where do you even begin?

Price rises, service changes, COVID-19. Regardless of the cause, there comes a time when organisations need to communicate bad news to their customers. So how do you deliver the news without losing customers?