This Working Life: Brands must adapt quickly to pandemic’s paradigm shift

The acceleration of the already rapid move towards digital technology has meant that companies must have updated customer experience strategies at the ready

Remote working, travel restrictions and the closure of many business premises have driven more consumers online. Picture: Getty

A great deal has changed for Irish companies since the pandemic, from the reimagining of traditional operations to the emergence of new technology and changing customer behaviours.

Perhaps most crucial, however, is the seismic shift towards consumers empowered by digital technologies and the wealth of information at their fingertips. It is imperative, therefore, that brands have customer experience (CX) strategies to suit.

For many organisations, the ongoing disruption to the market landscape and consumer dynamics ...