Customer Experience in the Age of Coronavirus Report

As CX and Contact Centre professionals look to navigate the impact of coronavirus, CX Network and Contact Centre Week are determined to support our customer base with access to key insights, strategies and toolkits that can help their organisation and teams navigate these difficult times.

To this end, we have commissioned a variety of reports that will be complimentary for our past and current customers. These reports will also be available to the wider market for purchase in order to help offset a portion of the commissioning costs.

The outbreak of coronavirus has introduced new threats and barriers to the Customer Experience community today, as well as a shifting of priorities that were not there one month ago. We are seeing unprecedented patterns in customer interactions and journeys – what CX leaders thought they knew about their customers before coronavirus has rapidly shifted, placing customer channels, teams and strategies under significant strain.

This report is a practical guide for business leaders and CX professionals looking for ways to adapt and respond to the outbreak of coronavirus and safeguard their experience delivery models.

Collaborating with CX leaders across the globe, this 28 page report will teach you:

  • The New Rules of Customer Experience: Challenges, Implications & Impact
  • Adjusting to the Times: Changing Your CX Operating Models
  • Putting Together a Crisis Communication Plan for Your Customers and Teams
  • The Employee Experience: How to Keep Your Teams Engaged, Productive & Supported
  • A 5 Step Takeaway Guide on How to De-Risk Your CX

Purchase Report

To grab a copy, email us here to process your payment and we'll send the report directly to you. 

The full report is priced at $399 + GST AUD*.

Thank you to our contributors!

Interested in contributing in our report series?
Email us at

Want to view a sample report?

View a copy of the sample report which includes the executive summary + insights from inMoment by filling out the details below.

*We respect your privacy, by purchasing the report or downloading this sample report you agree to having your details passed onto the sponsor who may promote similar products and services related to your area of interest subject to their privacy policy. For further information on how we process and monitor your personal data, and information about your privacy and opt-out rights click here.

Please note: That all fields marked with an asterisk (*) are required.