Customer experience has always been a crucial differentiator for business, but in 2020, it became a matter of survival. As businesses around the world were forced to shut their physical shops and placed under immense economic pressure, only those who could leverage technology were able to survive, and in some cases, thrive.
Customer expectations have also shifted at an unprecedented rate. Even with hopes of a successful Covid-19 vaccine on the horizon, as businesses return to brick-and-mortar stores, a few changes are here to stay.
