A the world is seeing a reset across multiple fronts. A virus which is novel, the average ‘me’ is dealing with social distancing, job security is a ‘real’ concern, governments are throwing whatever they can to control this pandemic, essential service providers putting themselves at life risk to serve humanity and finally businesses struggling to understand what is the new normal and the future. In these unprecedented times businesses have multiple challenges but the one challenge that keeps them most worried is – what is happening to their consumer ? How can they serve them, deliver the promise they made in BC (before Covid), be there when they are needed most. How will they deliver a customer experience during this time ?
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Aditya Rath Partner, Management Consulting |