Every large enterprise, whether B2C or B2B, has been undergoing some form of digital transformation in recent years. Whether this is the move to fully digital-mobile customer self-service (as in the case of many challenger banks) or simply the integration of more digital channels alongside existing ways of doing business.
Almost every company and every government department has some form of “digital-first” strategy driven both by competitive pressure and by the tremendous gains to be made in terms of cost, efficiency, customer experience and employee satisfaction.
This digital revolution has, in many ways, been the greatest driver of innovation in recent years, and the pace of transformation continues to accelerate.
And, of course, the first half of 2020 also saw the wholescale shift of entire businesses from being office based to being entirely virtual, driven by the Covid-19 crisis. For most companies, this meant the urgent acceleration of digital transformation programmes that were already underway.
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