The realities of COVID-19 have shaken up our rituals and sense of normalcy—leaving a lasting mark on customer behavior, expectations, and demands. The choices that businesses make impacting customers and community stakeholders will define the future of brand loyalty and organizational performance. In every instance, customer matters stretch far beyond the domain of the customer experience leader or CMO, forcing leaders across functions to rethink their workforce strategies and operational models. In this e-book, we explore a new social contract shaped by the realities of COVID-19, and outline the key trends driving the future of customer engagement. From there, Rapid Innovation can help you apply these trends and pinpoint new opportunities specific to your business’s unique challenges and context.