Your customer journey maps all just become obsolete. Everything from the channel that your customers are likely to use, to how they are using it, has changed in the last month. With people leaving their homes less, the data is showing that the additional time people have for digital is being spent with video subscription services, and self-service digital experiences. Adapting to a new customer journey However, it is unclear how long COVID-19 will continue to affect society in this way.
