Executive Brief

Five Customer Experience Priorities for Digital Economy Companies

The global digital economy is witnessing explosive growth. As part of an established long-term trend, businesses have needed to embrace digital as a means to remain competitive and viable. The sudden impact of COVID-19 has further accelerated the adoption of digital business models. The pandemic has given no alternative but for consumers and businesses to engage in economic activity through digitalisation and digital services. Companies now need to respond to a range of constantly evolving consumer preferences and characteristics to become frontrunners in this primarily digital era.

This Executive Brief provides an overview of five considerations that will impact customer experience strategies for digital economy companies in times to come.

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