As companies shift from survival to recovery and growth in a post COVID-19 world, two trends are converging: continually evolving (and ever increasing) customer expectations with baseline standards often set by digitally native companies in other industries, and a reignited desire and urgency to accelerate digital transformation initiatives. The importance of these trends to business is further amplified by the fact that a huge disconnect exists between how well companies already think they engage with their customers and what consumers want. The key to successfully meeting the challenges of the new relationship economy and capitalizing on these trends lies in taking an honest look at the kind of company you are today, and using that as a foundation from which to define and execute the right digital acceleration strategies to help you achieve your customer engagement goals.
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