Customer experience transformation expert and Director of Experience Analytics at Magellan Health, Jennifer Wright, shares insights on CX in the age of Covid 19 and beyond. Jennifer leverages her knowledge of consumer behavior and experience as a CX leader across multiple sectors to provide insights about how customer experience is changing in response to the current global health pandemic. Jennifer and show host, Julia, discuss what “good” customer experience looks like these days, some examples of organizations that have been able to quickly pivot, and how the pandemic may change the way organizations measure and manage CX. If you’re looking for insight about Covid 19 and customer experience, and what you can do to help your organization prepare for CX management in the “new normal”, then this episode is for you.

Expert insights

Jennifer Wright is a customer experience transformation expert who designs and grows CX capabilities that generate actionable insights for business leaders. Through her experience building multiple CX capabilities across both the public and private sectors, she has developed a deep understanding of the common challenges faced when creating a superior customer experience. Jennifer delivers innovative solutions to these challenges by leveraging cross-industry knowledge and service design methods. Jennifer is a Certified Customer Experience Professional and holds a doctorate in industrial-organizational psychology from the University of Oklahoma. Her work in the field of customer experience spans multiple industries. Jennifer has worked in the financial services sector, helping writers, data scientists and psychologists to leverage behavioral economics or 'nudge' techniques to help homeowners through the post-mortgage crisis period in keeping their homes. She served as the Branch chief of business analytics at the National Geospatial-Intelligence Agency, building and leading the Voice of the Customer (VoC) team within this US Federal government agency. And most recently she’s worked at Magellan Health where she’s led the customer analytics function for this managed healthcare company.

Jennifer Wright, Phd, CCXPIf you'd like to learn more about Jennifer's work, be sure to follow her on LinkedIn, where she often shares insights about customer experience and more.Covid 19 and customer experience

Covid-19 has changed everything. In a mater of a few short weeks, this health pandemic has brought entire sectors of the economy to a standstill, closed schools, forced a good chunk of the world’s population into some form of lockdown, and brought the term “social distancing” to the forefront of everyone’s mind. It has left a lot of CX professionals wondering what's next.Jennifer anticipates that the next 1-2 years will be very fluid. We've seen a dramatic swing to remote and digital experiences, but the impact will be different for various industries. Within healthcare, the overnight transition to telehealth has been one of the biggest changes, but it's just one of many experiences that has moved from the in-person to the digital realm. Jennifer points out that once people get used to the convenience and safety factor, these changes may remain permanent.Experiences that can't be completely moved to the virtual space, such as dining out or going to the grocery store, have been significantly impacted, and Jennifer suspects there will be some lingering changes in consumer preferences, even after the Plexiglas barriers are removed. She anticipates that consumers will be hesitant about things like touching surfaces for some time. This will fundamentally alter the sensory aspect of physical customer experiences and attitudes towards these interactions. Time will tell if these attitudes and preferences become permanent.

Honestly, it's going to be a tough call for probably the next year to two years. We're going to see a lot of different impacts and probably differences by sectors....