It’s clear that the digital-first environment is here to stay. The question now: How resilient is your digital strategy and how well does it equip your organization to live up to your customers’ high expectations?

This report explores key findings around employee and client expectations including:

• Digital-first is here to stay. Clients demand digital service delivery, even when hybrid and in-person options are available.
• Clients and employees suffer the effects of digital fragmentation, with disjointed service delivery across many tools and channels being a major pain point.
• Service providers are responding to client demand by investing in digital but the opportunity exists to consolidate and automate routine processes and tasks.
• Digital offers geographic expansion opportunities as both clients and talent are open to remote collaboration.