The COVID-19 pandemic has accelerated the speed and scope of digital transformation across every industry. With so many transactions and interactions now taking place online, customer experience is now primarily digital.
To support the digital customer journey, your enterprise will need to scale in one of several ways, depending on where you are in your digital transformation journey. Do you need to handle more traffic on your primary website? Do you need to build a new web application like a customer portal because you can’t visit them in person? Do you need to create more sites and deliver more dynamic content? Do you need to ramp up employee communications and/or employee learning?
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