Changes to customer behavior brought on by COVID-19 were, in many instances, the culmination of long-anticipated trends; but in other cases, the pandemic created room for new preferences as well as the full reversal of long-standing routines. The good news for customer experience & innovation leaders is that the pandemic has created a moment in time where behavioral change is the norm, and the need to adapt is higher than it has ever been. Now is the time to position yourself as a leader in creating the next normal in customer experience.

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