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What would you say was THE digital breakthrough of 2021?
The biggest digital breakthroughs in 2021 were many, starting with the potential of human beings to adapt to new norms. When I see my father who is 81 years old able to learn and start using digital channels, this tells you about how capable are we, in a very fast manner, to start adopting new ways of doing things. Same applies for E-commerce, where, at one time, it was a nice to have and now has become a necessity. Another breakthrough is how CX has become front row seat for many organizations. Customers' expectations are on the rise and extremely fast, it is time to revolutionize your business or risk being dumped at the speed of light.
One of the biggest digital breakthrough of this year will probably have been that of having to, overnight, around the world, adapt our lifestyles, our ways of working, our ways of living together, by using digital means, as a replacement for human resources, to deal with the global coronavirus pandemic.