Instantly Download our working paper: "Using Journey maps to understand how the coronavirus has changed customer behavior"

In this paper, we delve into four elements that now drive customer behavior in this time of the coronavirus: improving my quality of life, providing for my family, alleviating stress, and ensuring a secure future. We then show the ways that journey mapping can help organizations rethink customer experiences in light of the potentially lasting effects of this crisis.

We also shine a spotlight on the restaurant industry and highlight seven examples that show how these establishments are re-imagining their customers’ experiences.

Published April 1, 2020