The CX rules have been rewritten by the Covid-19 pandemic. That's the conventional wisdom, as analysts talk about the New Normal... but Rick Denton, the Managing Principal of EX4CX says we should not forget what has not been changed by Covid.
Rick is based in Dallas, Texas, and on this episode of CX Files he talks about what we need to focus on to build a post-pandemic CX strategy.
https://www.linkedin.com/in/rickdenton/
https://www.ex4cx.com/
