There’s no doubt that the pandemic has accelerated changes in customer behaviours, such as the substitution of offline channels, including stores and call centres, in favour of digital alternatives. Given this, digital transformation is now at the top of the agenda for almost all C-level executives who need to understand not only the technologies that power modern customer experiences, but also how to implement, integrate, and optimise them to deliver experiences that are seamless and satisfying for customers – whether they are engaging online or offline at any given moment.