The COVID-19 pandemic has hastened a shift in customer expectations and behaviors. Data has shown that the pandemic significantly accelerated the shift to e-commerce during 2020. Although the initial momentum of this trend has decreased, expectations around convenience may solidify customers’ digital-first habits. The lasting impact from this shift will have a dramatic effect on…

How reimagining the end-to-end customer experience can drive growth



from Accenture Insurance Blog https://ift.tt/BUe5mS4