The world is facing difficult times. I hope to inspire you all about the impact the crisis may have on customer experience. In this presentation, I share some ideas about the future of customer experience. How will customer experience evolve during and after this corona crisis.
In the deck I work with three strategic pillars to focus your customer experience efforts on: digital convenience, empathy and responsibility.
One thing is clear:
even the most
efficient digital tool
doesn’t even come
close to the real world
E-commerce is booming
Some people are being pushed into e-commerce and are loving it. Barriers to use have
been bulldozed, leaving the way ahead clear. This crisis will boost the usage of online tools!
China leads the way
E-commerce and food delivery is booming in China after the lockdown.
New habits continue to be forged.
assets are being
their wealth and
an increase in
problems over the
Learning from China: this will create a boost in
divorces. We just need the real world to stay happy.
Crisis is over,
the world will
need to go
on a diet!
Research from the 2008 financial crisis shows
that brands that go for price erosion suffer!
Big tech platforms are set to benefit
from this increase in digital activity
Help people in their everyday lives: the cookware brand
Equal Parts allows you to message chefs while they cook
Next level! ShopStreaming:
combining live streaming and e-commerce
Chinese farmers are
from their lives,
community how to
cook food and sell
their products. This
model resulted in
increased revenue for
Understand customer needs and add value.
Belgian retailer JBC made a site to explain TikTok to parents,
as the global quarantine has caused a TikTok boom.
Minister holds a
Q&A session to
answer all questions
from children to
re-assure them that
things will get better.
Ant Financial added free coronavirus-related coverage to its products. The action responded
to customer need, while promoting awareness of the company’s online oﬀerings and improving
customer loyalty. In the midst of the coronavirus crisis, their sales increased by 30%
LVMH was the first global brand to use
their capabilities to make hand sanitizer
are using their
of hand sanitizers
In the Philippines,
Coca Cola halted
that entire budget to
COVID-19 relief and
response efforts for
Belgian 3D printing expert
Materialise created a free
design for a hands-free
The flexibility of
the world is just
All over the
are using their
strengths to help