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How 29 companies adjusted policies to help customers during the COVID-19 outbreak

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“Adversity does not build character, it reveals it.” James Lane Allen, Novelist

Customer experience professionals on product, marketing, and support teams must change how they operate to win and retain customers in this uncertain time.

In this new report, “How 29 companies adjusted policies to help customers during the COVID-19 outbreak”, Forrester recognizes that consumers' lives have been upended. Everything from where and if we work, to how we buy groceries and get food delivered, to how we maintain our mental and physical health is different than before the COVID-19 outbreak.

Now is the time to adapt policies and strategy, both online and off-line, to improve customer experience. Leading companies are demonstrating character by living up to their brand promise. Download this report to learn how new standard operating practices from JetBlue, Bank of America, BestBuy, ClassPass, Safeway and more are putting customers first with policies that waive fees, update contact centers, and improve online services.