Most brands were already in the midst of a digital transformation before the pandemic, but social distancing caused a tectonic shift in priorities, making customer experience a strategic imperative. More specifically, customers migrated to digital channels of engagement as their first preference, and brands needed to deliver a seamless experience. From grocery deliveries to Zoom calls, people found themselves more dependent than ever on digital experiences to stay safe and connect with their communities.And that reliance is here to stay: With questions about COVID variants and future outbreaks still unanswered, brands must evolve to be digital-first businesses, focus on the customer experience to stay relevant, and keep pace with rapidly evolving customer preferences, motivations and expectations. To read this article in full, please click her
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