The global pandemic shifted the rules of engagement for consumers and
businesses and brought key relationships and processes into sharp focus.
Engagement between a customer and a company, whether B2B or B2C, is
a key reason why organizations spent an estimated $1.3 trillion on digital
transformation efforts in 2020, according to IDC’s Worldwide Digital
Transformation Spending Forecast, 2020–2024. Across all industries,
companies are investing in digital transformation to support their business
organization’s overarching goals and objectives. Digital transformation
road maps were accelerated by up to three years from their original timelines during the pandemic.
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