Today we’re going to talk about agility in how you deliver customer experiences. While customer experience always requires a sharp focus on listening and adapting to customer needs, most companies have had to make much larger changes recently due to COVID-19 and the different rules of operation. To talk about this in more depth, I thought we’d explore an industry that often thrives on interactions in physical spaces: museums. We’re going to explore how a museum was able to adapt its methods of delivering experience in a way that not only served the temporary needs due to COVID restrictions, but also set the organization up for future success in an increasingly online world. To help me discuss this topic, I’d like to welcome Craig Langlois, Chief Experience Officer, Berkshire Museum.
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