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COVID aftermath: Hyper-focus on the customer that technology needs to help sustain

from Forbes

The Covid-19 crisis was like a proverbial whack on the side of the head, getting organizations to fly right, finally focusing their energy and technology to where it counts — the customer. Can it last? Salesforce’s latest survey of 7,000 customer service executives documents the aftermath of a year in which companies suddenly faced a reckoning: to reach and serve customers digitally, or not at all. more

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