Customer-led Marketing in the COVID era
Human experience has perhaps never been as fundamental to successful business as it is now. As we begin to emerge from the COVID-19 crisis, those companies that come out strongest may be those that adapt to meet new human needs, priorities, and actions—letting the customer lead the way. While many business impacts are yet to be seen, our team of leaders has gathered actionable insights across human experience, marketing transformation, sales transformation, service transformation, and growth and innovation to help organizations through this time.
Marketing Transformation
As business and consumer environments continue to evolve, marketers must think about how to position their businesses to recover and thrive—from customer acquisitions to the role of CMOs in marketing transformation.
Downloads
Fast track to digital commerce | Reimagining business models in rapidly changing times
Customer Strategy Amidst the Crisis | COVID-19 and Changed Customer Behavior
Taking a Closer Look at Marketing Spend in Uncertain Times
Sales Transformation
In past crises, sales organizations and teams have often been vulnerable targets for cost cutting. The net effect is often a loss of earning power and failure to capitalize on opportunities for the entire company. When considering the customer and marketing impacts of COVID-19, effective customer engagement and sales will be critical for companies to thrive in the new normal.
Downloads
Managing sales teams in uncertain times | COVID-19: Respond, Recover, and Thrive
Service Transformation
Service enabled by contact centers, digital service, and field service is dealing with unexpected and significant impacts to operations. As they recover and transition to the new normal, there will be a need to redefine strategies and enable capabilities to realize the future of service.
Videos
Contact Center Response to COVID-19: Adapting to Pandemic Market Changes:
Watch Tim McDougal, Deloitte Consulting LLP Managing Director, discuss contact center strategies to help adapt and provide the best support amidst a global pandemic. He shares how contact centers can react to the growing needs of consumers and capitalize on the need for virtual interaction with customers.
Downloads
Contact Center | COVID-19: Respond, Recover, and Thrive
Contact Center | Insights and Trends from our Webinar Series
Growth and Innovation
Customer and employee needs are changing, resulting in new challenges and opportunities for businesses to adapt, change, and innovate.
Videos
Revenue Management in Uncertainty:
Watch Georg Muller, Deloitte Consulting LLP Managing Director and Revenue Management leader, on what it takes to be able to succeed in the COVID-19 era. He shares that the ability to thrive in the new environment involves a focus on customer centricity, pricing precision, and operating model agility.
Downloads
Price be nimble, price be quick | Revenue management in the COVID-19 era
GRO for Uncertain Times | COVID-19 and the Changing Growth Landscape
Rethinking Your Business with Human-Centered Design
The Merchandising “C” Change: An evolution from category to customer
How to monetize your digital bank
