Dec. 2020 | Covid-19 | Report

The commissioned study was conducted by Forrester Consulting on our behalf.

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More than half of all firms expect to return to pre-pandemic revenue and profit levels within the next 12 months. More than 80% expect to recover within 18 months. But while the optimism and resilience are good indicators, the pandemic has highlighted critical gaps in firms’ ability to deliver effective digital journeys.

Despite past investments, it’s clear many decision-makers admit their effectiveness at engaging online customers hasn’t improved sufficiently and is not keeping pace with rising consumer expectations.

Besides the challenges posed by delivering a quick recovery, firms are also now grappling with numerous barriers to growth. As a result, accelerating digital strategies and expanding adoption of online channels are now high priorities for nearly all decision-makers. It’s also clear there’s no going back to pre-pandemic business models.