By Satish Dave, executive director, customer experience, Kantar Middle East
Customer experience is even more critical in these times due to the consumer behaviour changes that have resulted from the Covid-19 pandemic. Brands that are succeeding in these difficult times are doing so by keeping their customers engaged and entertained – with online games and how-to videos; by responding to customer anxieties; with payment deferrals and increased in-store hygiene; by reducing customer effort, such as with automatic extension of flight ticket validity; and by contributing to the community, in feeding the poor and protecting wages.
That said, Kantar’s CX+2020 study in UAE shows brands nee
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