No one could have predicted what 2020 would bring. Across every industry, we have learned the true meaning of digital transformation. That is, reimagining businesses to better serve customers and understand their needs, and having the agility to respond to changing circumstances. Where many organisations may previously have thought that digital transformation was a nice-to-have, today it is an imperative.
With a new year will come a new set of challenges. While there will always be unknowns, we can expect businesses to increasingly look to technology to help them survive, recover and grow. Flexibility will be key to delivering the digital-first experiences that customers and employees demand. Access to data and artificial intelligence (AI) tools will help companies to revolutionise their customer experience.