The Customer Push for Digital Transformation While COVID-19 has made the need for digital transformation more immediate, it is not the only thing accelerating it. Changes in consumer values and behavior – one of the megatrends identified by Fujitsu – remains a key driver. Today’s ‘always connected’ consumers not only expect to be able to access retail services digitally across multiple channels, but they also demand highly-personalized shopping experiences. They want to be served relevant content where and when they want it. They also demand exceptional customer service across different channels, from call centers to social media platforms and community forums. Plus, because we now live in a culture of immediacy, people don’t want to wait a week to get purchases, they want the

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