Reinventing the customer & employee experience

Confronted by spikes in online demand, unreliable supply chains and waves of customer service requests, the pandemic revealed which retailers had invested successfully in an omnichannel approach ecommerce.  But one thing is for sure, the way in which organisations think about their customers and employees is changing in extraordinary ways.  This IDG report examines responses from IT decision makers from different industries to better understand what they think about the future of work and consumer behaviour.