Norm Yustin

What used to be isolated disruptions are now overlapping and compounding — turning complexity into something systemic. Consumer leaders aren’t just solving one challenge at a time; they’re navigating the ripple effects as each issue impacts the next. Geopolitical developments are triggering regulatory shifts that are directly impacting supply chains, cost structures, and sourcing strategies. What starts as a supply chain issue quickly becomes a pricing challenge, then a brand trust issue.

The reality is simple: customer experience (CX) and operational excellence (OX) are two sides of the same coin. Disney’s magic relies on flawless park operations. Delta’s reputation depends on punctual departures. FedEx builds trust by marrying guarantees with logistics precision. Apple’s sleek devices only impress because of a world-class supply chain. Starbucks’ app only feels seamless when the barista hands over a custom latte in minutes.

How COVID-19 Has Affected the Moves of Chief Marketing Officers, Chief Digital Officers, Chief Customer Officers and Others Globally Over the past year, the coronavirus has dramatically shaped the way consumers shop, leaders lead, and people - simply - live. The virus’ mass disruption has not just eclipsed other recent crises in size, but also in scope.