These days, experienceis The consumer behavior shifts we’re seeing today have been in motion for years, and many have everything. been accelerated by the COVID-19pandemic. This new reality forces businesses to look deeply at how people are experiencing their brands – A great and too many are falling short of meeting their The emphasis on customers’ rapidly changingexpectations. experience For years, the rise of customer experience via experience isarguably touch points (CX) has gone hand in hand with is defined not by the digital revolution. Even though we have what you offerbut made huge strides in improving CX, it has at its greatest today become too homogenized, leaving little by how well you because the structure differentiation. enable your But right now, an experience renaissance is customers to of almost everything afoot, galvanizing companies and their leaders in the C-suite to push beyond the CX philosophy achieve the we do has been and reimagine their entire business through the lens of experience. Big and small, companies that outcomes most upended by world embrace this mindset shift will be able to meet important tothem. their customers’ needs, uncover new market opportunities and set themselves up for events in 2020. sustained growth, relevance and durability. Welcome to the Business of Experience(BX). COVID-19: NEW HABITS