As we’ve undergone a huge global shift to work from home (WFH), what was at first an organizational mandate has fast become the desired experience for other types of interactions. “Shop from home,” “bank from home,” “eat out from home,” “visit my doctor from home,” etc. not only significantly reduce the number of daily physical interactions, but embody convenience that appeals to an ever-growing population. These days, it seems like everyone wants a remote customer experience.
Enabling these types of digital experiences isn’t new, and many enterprises have already embraced this paradigm shift. The drive to deliver extraordinary digital experiences, though, has been accelerated with this influx of digital-only customers. The companies that can quickly adapt are the ones most likely to survive post-2020.
And although the words “transformation” and “fast” probably seldom appear in the same sentence when it comes to enterprise architecture, fortunately most enterprises already have some type of digital presence. So the key question is: What can you adjust right now that will make a meaningful near-term impact?
While you probably can’t create or even overhaul your existing digital experience, you can help ensure that customer access is both convenient and secure.