Enterprises should not be expected to play the role of middlemen as they hire more and more vendors to address increasing customer experience demands.
The digital transformation hastened by 2020 will lead companies to continue catering to the connected customer experience lifestyle.
Now is the time to anticipate and strategize for the post-pandemic changes in outlook and behaviors.
Nearly every organization has been impacted by the 2020 digital transformation rush. Those that have not made moves to adapt stand to lose market share to competitors, suffer customer retention and loyalty fallout, and even face potential bankruptcy.