Digital transformation is the force driving companies to revamp their business models and adapt to the new reality. What’s more interesting is that the companies are not the ones driving these changes; customers are.

Today, customers expect more than ever from brands they engage with, whether in terms of a streamlined back-office, relevant content, speedy customer service, or quick resolution to their queries. It’s their journey that dictates a business’s strategy.

And this is what defines the standards for customer experience. In order to keep up with this new reality, you must embrace three critical elements - human empathy, technology, and impact sourcing.