By Tim Banks

Since the beginning of the Covid-19 pandemic, there has been a dramatic shift in the way consumers use services, with many now expecting digital as a default. Businesses and brands have reacted quickly to digitize their offering, adapting to the new status quo, but the pace of this change has also shed light on the challenges digital transformation can present.

The renewed focus on digital services offers organizations an opportunity to improve service delivery by utilizing the data held on customers. However, with such a wealth of data points now available, it is often hard to know where to begin. Without Read full story ›

Source: The Drum