The year 2020 and the COVID virus have put a tremendous stress on many aspects in life, not in the least on the interactions between companies and their customers and stakeholders, regardless of their industry.
These interactions have been forced into online, digital channels everywhere. For companies that already invested in relevant digital customer journeys, this shift was relatively easy to make. Companies that did not had to accelerate at the speed of light.
An omnichannel strategy, placing the customer at the center across channels, was a means to overcome the COVID challenges. It will be a road to resilience in the post-corona era.