COVID has impacted most part of the globe for more than one year. the world is not longer the same as it was more one and half year ago, so does how business is conducted.
As the physical contact is restricted, that impacts how customer is interacting with the businesses and how businesses are to address the new demands from customers.
by default, online seems to be first option. That actually raises the bar on how the business could be leverage online presence and interaction channels. the business has to consider how to leverage various technology options and provide customer omni-channel experience and ensure the smooth handover from different touch point. Many businesses have been considering this. But the emergency of Covid has actually accelerated the process – you have to do it in order to survive.
This is no only just technology change, but complete business model revisit and refresh or probably reset and restart!
