In the first 90 days of the pandemic, customers were asked to shelter-in-place. To give us a better view into new digital behaviors, Salesforce just published its fourth annual “State of the Connected Customer” research. This means that digital experiences must be engineered for the expectations of connected customers rather than as adjuncts to traditional processes. As such, businesses have to remember that in this pandemic, customers are quickly becoming more and more digitally-literate and versed. Now however, relationships and customer experiences have to precede the digital in digital transformation, giving change and innovation a human-centered purpose tied business goals and outcomes.

Source: Forbes October 29, 2020 20:26 UTC