Cultivating a future-proof customer journey strategy

When the pandemic forced a seemingly overnight exodus from in-person to online, consumers and businesses were thrust five years forward in digital adoption.1 Contactless consumers spent more time online and their eCommerce spending surged.2 As businesses tried to adjust to a new, digitally prominent reality, they exposed gaps in their technology and service channels, operational weakness, policy shortcomings, and insufficient staff skillsets.3 To survive, 84% of decision makers invested in new workflow and processes, 78% in new technology,4 and 85% of CEOs accelerated their digital transformation initiatives.

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