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The game changer: Reimagining customer experience in the new normal, by Kantar BrandZ

The rise of services such as Netflix, which allows users to move seamlessly from one device to another without skipping a beat, has helped create a growing expectation of ease and continuity from all brands.

Customers will want you to be where they are, so brands will need to go virtual as well as maintain the human touch, blending approaches to offer truly rich and pain-free experiences. In the new normal, seamless and delightful customer journeys will be essential.
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6 Top Tips

1 Reimagine customer journeys

Many brands need to redesign their customer journeys, especially when it come


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