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Summary.
It’s a tough time to be a business competing on customer experience. Digital-first disruptors are now firmly embedded across multiple industries, spelling trouble for incumbents as consumers compare these brand relationships to those with tech-centric companies. Today, consumer expectations are changing as we become familiar with quick access to services, such as making a purchase with just a few clicks on Amazon, banking remotely with Revolut, and ordering food and groceries using Deliveroo. These digital-first businesses have built their processes with the customer at the center. Given how nimble they are, that’s been a difficult act to follow.