In times of crises, many companies struggle to decide if they should continue conducting their customer experience (CX) programs. On the one hand, they want to be sensitive to their customers in times of need. On the other hand, times of crises can be when customers need certain companies most. During crises, companies should make sure they are listening to customers, adapting to meet customer needs, and providing quality service.
In this paper we’ve outlined several factors about continuing, modifying, and updating CX Programs during times of crisis.