The COVID-19 pandemic has changed the landscape of business forcing many to change how we engage as employees and how we deliver customer experience. In fact, listening to feedback from our customers and our colleagues is one way to be agile to meet customers' changing expectations. Collecting, analyzing and prioritizing that feedback helps us to act on what matters most to building a strong customer experience that flows from all employees to the end customer. Join John Abraham, general manager, Medallia Institute, as he explores the question of "who is your customer" and helps us better understand the link between agility and ever-changing customer experience.
Watch the captioned version here.