Every industry is experiencing disruption and uncertainty amid the Covid-19 crisis. Gerard du Toit, global leader of Bain's Customer Experience capabilities, and Michael Brookshire, a partner with Bain's Performance Improvement practice, discuss how companies can leverage their digital capabilities to emerge stronger from the crisis.
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The global Covid-19 pandemic has extracted a terrible human toll and spurred sweeping changes in the world economy. Across industries, executives have begun reassessing their strategies and repositioning their companies to thrive now and in the world beyond coronavirus.
The ongoing shift to digital customer experience just hit fast-forward. Here are the components for a bold plan to catch up to changing customer behavior.