In this episode, Paul and Mike are joined by Cindy Garrett, a director in our Customer Experience practice who helps organizations optimize their customer service operations. She discusses what companies should and should not be doing in response to COVID-19 to meet new customer needs by adapting their service operations while also containing costs, including:

- Focusing on customers and employees as people

- Increasing transparency and personalization of communication

- Creatively and rapidly innovating on their service delivery model

- Empowering employees to make decisions to meet their customers’ needs