How brands are reimagining customer experience in a digital-first economy

With technology at the forefront, the world has been changing faster than ever. The COVID-19 pandemic further accelerated these shifts, plunging all into a digital-first world, and forcing even the most traditional businesses to transform and adopt digital strategies to remotely extend personalized and humanized experiences and services to their customers.

COVID-19 brought with it a tide of uncertainty and disruption for all businesses. Multiple waves of the pandemic and lockdowns were unpredictable, making it harder for businesses to operate. The most practical solution was to go back to the drawing board to devise a customer strategy for the new normal.

A customer wants a quick yet uncomplicated experience online – from browsing products to placing an order, every tap of the process requires attention to detail and personalization by the brand. As consumers continue to raise the bar for experiences they expect in today’s times, it’s becoming table stakes for brands to not only create compelling content but to deliver it to the right customer, at the right time, on the channel of their choice.

It’s not just the customer that’s online - back-end operations are also remote today, requiring cutting-edge tools that enable collaboration across teams, vendors, and other parties involved.

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