The COVID-19 pandemic has changed the way brands imagine events and channel conversations, and completely altered human sentiment and engagement. Delivering an immersive, delightful experience consistently across the buying cycle has become the number one, shared goal of business leaders. In addition to the strategic imperatives of growing revenues, reducing risks, and containing costs, the new world order calls for a new set of responses as buying behavior has changed overnight. As leaders struggle to juggle priorities, a sound digital customer experience strategy will go a long way in building and maintaining brand loyalty among the ever-so-distracted digital-native consumers.
The increasingly cluttered marketplace is leading to reduced brand affinity unless the brands rediscover their customer journey. This has created an urgent need for customer experience leaders to clearly recognize the brand opportunities within these customer lifecycle journeys – and leverage them. TCS can help marketers create connected, impactful human experiences by bringing together strategy, creativity, and technology across the buying journey – essentially, bringing about a much needed customer experience transformation.