Before the pandemic, there were already a lot of discussions on the implications of technology for the future of work.

The message was clear: the future of work is not predetermined, it is up to us to shape it. However, that future has already arrived than anticipated as many countries, companies and workers have shifted to.

The coronavirus outbreak has forced companies to reevaluate how contact centers are leveraged, how employees deliver relevant customer experiences, where they work, and how digital channels can be used to support business continuity through the crisis and beyond.

The global COVID-19 pandemic has forever changed our experiences―as customers, employees, citizens, humans― and our attitudes and behaviors are changing as a result.

Therefore, understanding the significance of digital transformation will be important to establish long-term strategies for greater resilience and to apply lessons learned from the experience to create a systems and talent roadmap that better prepares your company for future disruptions and sustainability.