Executive summary

Digital transformation was supposed to be an ongoing journey—not the turn-on-a-dime situation most businesses were thrust into when COVID-19 first took hold around the globe. 

But a pivotal moment happened as organizations scrambled to support new work-from-home policies and digital customer touchpoints: IT and business leadership teams realized that some of the steps they had already taken to modernize their IT infrastructure—moving to the cloud, investing in data and analytics capabilities, and bolstering security across an evolving technology ecosystem—paid off when the crisis hit. 

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