As businesses adjust to the next normal, human experience will be key to creating sustainable business futures.

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.

Videos

Customer Strategy Amidst the Crisis: COVID-19 and Changed Customer Behavior:

Watch Jeff Samotny, Deloitte Consulting LLP Senior Manager, on the impact of social distancing, working-from-home, and financial uncertainty on customer behavior. He’ll discuss the role of customer values in bringing about changes in the way we live, work, and spend, and which of those adjustments are likely to stick around post-pandemic.

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

Serving small businesses in a time of crisis | How banks can help

Contact Us

MARK SINGER
Principal
Marketing Transformation Leader
Deloitte Consulting LLP
email

HARRY DATWANI
Principal
Sales Transformation Leader
Deloitte Consulting LLP
email
 

ANDY HAAS
Managing Director
Service Transformation Leader
Deloitte Consulting LLP
email

GEORG MULLER
Managing Director
Revenue Management Leader
Deloitte Consulting LLP
email

JEFF WORDHAM
Principal
Applied Innovation Leader
Deloitte Consulting LLP
email