WORKING PAPER

A Time for Reinvention: How Arts and Culture Organizations Can Elevate Their Customer Experience During the Pandemic

​The coronavirus has transformed the way communities interact with nearly every sector, and no more so than in the arts and culture field. While the pandemic has accelerated pre-existing trends, such as the hunger for online experiences, it has also introduced totally new forms of behavior. In this paper, we explain how arts and culture organizations can assess their audience’s reshuffled priorities and design a winning customer experience to weather the COVID-19 crisis.

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