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One of the few benefits derived over the past year from the COVID-19 pandemic has been an acceleration by businesses towards digital. Businesses sped up adoption of digital transformation technologies by an average of six years, according to research by Twillio in their COVID-19 Digital Engagement Report.
Dejan Ljustina, partner at PwC, said that “the pandemic has had tragic consequences for millions of people across the globe, who have been either directly affected by the virus, have lost someone dear, or have suffered due to the lockdown measures necessary in order to contain the spread of the virus, with so many losing their jobs. Yet, the crisis has also triggered a tremendous acceleration in the digital transformation of the global economy”
Glenn Weinstein, chief customer officer at Twilio, said that “over the last few months, we’ve seen years-long digital transformation roadmaps compressed into days and weeks in order to adapt to the new normal as a result of COVID-19. Our customers in nearly every industry have had to identify new ways to communicate with their customers and stakeholders – from patients, to students, to shoppers, and even employees – essentially overnight.”
Rich Gilbert, senior vice president at Aflac, said that “In the post-COVID world, companies fall into three categories. Some will ‘retreat to run’ in order to conserve resources and stay in business. Others will ‘strive to maintain’ to get back to plans they created before the pandemic. Then there are companies that see COVID-19 as a way to reinvent how to approach their traditional business and provide a catalyst to their digital roadmap.”