The COVID-19 pandemic catalyzed innovation that retailers, healthcare practitioners and financial institutions alike weren’t planning to implement for another 3-5 years. Be it contactless payment methods, self-service mechanisms, virtual visits, etc, organizations were forced to implement technologies at a breakneck speed to ensure they remained front-of-mind with their established consumer base. With everyone’s attention on new capabilities, what happened to their core customer experience?
Key Takeaways Include:
- What suffered as a result of rapid digital transformation?
- What are the top values that were likely ignored in your rapid innovation rollout?
- How can I strike the optimal balance between delivering the experience I want without hindering certain operations?
- Does my organization have the agility to adapt this quickly and this frequently going forward? Will this rate of change become the norm?