A Review of the Work from Home Initiative during the COVID-19 Pandemic and Its Impact on Customer Experience in Zambia

Abstract

The advent of Corona Virus in 2019 shocked the entire globe. COVID-19 became a worldwide health emergency following its pronunciation by the World Health Organization in February 2020. The spread of the virus across the world led to the consideration of the new norms of life, which included limited physical contact and wearing masks, among other measures. Within a few weeks, COVID-19 changed lives and caused massive human suffering making societal well-being very hard. The novel virus made it difficult for health practitioners to deal with the situation. Beyond the health impacts, the pandemic brought massive issues in jobs, sources of income, and others. In Zambia, the situation was worse in terms of the business environment due to limited access to internet connectivity. Most organizations laid off their workers and forced the remaining personnel to work from home. Additionally, customers also moved back to the use of online platforms. The paper reviews Zambia's work from home experiences and their overall impact on customer experience.