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The Impact of COVID-19 on Customer Experience

Tuesday, September 22, 2020 - 12PM-1:30PM EDT
Tuesday, September 22, 2020 - 12PM-1:30PM EDT
2020-09-22 12:00:00 2020-09-22 13:30:00 America/New_York The Impact of COVID-19 on Customer Experience See more details at: , , ,

This is a free event

Event Details


In partnership with the CX COI, the Quaranteam will facilitate a webinar as part of a COI monthly meeting that will focus on the impacts of the coronavirus pandemic on customer experience throughout government and industry. Panelists will be selected from both government and industry sectors, with the target audience being the CX COI, the ACT-IAC community, and viewers from government and industry sectors.


  1. Understand how adjusting to a new normal has impacted customer experience and relationships
  2. Establish a forum to discuss experiences and lessons learned with other government and industry professionals.



  • Bailey Ashby, U.S. Department of the Treasury
  • Melvin Brown, Small Business Administration
  • Stephen Love, Solburst
  • Christina Mossi, DEVIS


Project Scope

The emergence of the coronavirus pandemic has had a significant impact across the globe, and the resulting preventive measures have forced us to come to terms with the fact that the world we once knew has changed, in many ways irreversibly. Where possible, workplaces have implemented remote work as a precaution to protect employees and ensure that business can continue. A key part of this adjustment has been maintaining positive relationships between the customer and service provider. Within these unprecedented circumstances lies the opportunity to identify successful strategies for navigating these relationships, examine ways to continue providing a rewarding customer experience, and to gain an understanding of how pervasive the pandemic’s impacts are in government and industry sectors. The Quaranteam will explore these aspects by facilitating discussion via webinar. Drawing from their own workplace experiences, the team has prepared a core set of questions that will form the basis of the panel discussion. By creating a forum to discuss the challenges facing the government and industry sectors, the team hopes to glean best practices for maintaining a positive customer experience in the face of the global pandemic. Following the webinar, all members of the team will present an overview of the project, which will include a summary of learning outcomes and findings based on participant survey responses and lessons learned.