Customers want an individual experience which is a huge challenge

That customer expectations are high during and after the pandemic is not surprising, but it does pose a significant challenge for companies. And these companies, trying to give customers what they want, have extra burdens because of the pandemic itself. An interesting issue from the OpenText research is that customers need individual experiences, yet other research and conversations point to customers who do not want to be tracked. As illustrated by the OpenText research, the sad fact is that customers demand a wonderful, individual, tailored experience but don’t want to be ‘watched’. All of which just increases the severity of the challenge for brands, both during and after the pandemic.

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