Commercial feature here remains much that is uncertain about the corona- virus pandemic but there are two facts about which we can be sure: one, there has been a massive acceler- ation of digital transformation efforts; and two, post-pandemic customer behaviours will be more omnichannel and need more online and offline inte - gration than ever before. Customers are going to make even bigger demands of brands and organisations are wor- ried they won’t match up. Research from Precisely illustrates the challenge. Increasingly, custom- ers are replacing in-person interac- tions with online alternatives. More than three-quarters (79%) of execu- tives surveyed stated that the volume of their website interactions had increased, while 59% saw more activ- ity in apps and 57% on messagi

Join for free to read