TECH SUPPLIER Apr 2020 - Market Note - Doc # EUR246172220

IT Suppliers, COVID-19, and CX: Use Empathy to Help Clients Rebalance Their CX

By: Mark YatesResearch Manager, Digital Transformation and Customer Experience, Europe, Gerry BrownCX Research Director, European Software Group


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This Market Note provides concrete advice on how IT suppliers should practice DX with their clients.

COVID-19 will accelerate the shift from face-to-face interactions toward digital communications in omnichannel environments. With many European enterprises struggling to keep pace with customer expectations as the enterprises wrestle with the financial impact of the pandemic, IT suppliers should do all they can to support their clients, helping them weather the storm while enhancing digital CX.



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