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The Covid-19 pandemic has dramatically altered the lives of billions of people worldwide. Most people saw the height of the pandemic’s impact in 2020 when governments were scrambling to implement mitigating steps to curb the spread and lethality of the virus.

Organizations of all kinds have undergone digital transformation journeys to prepare themselves for the rapid changes in the enterprise environment and create competitive advantages against their rivals. One of the focal points of digital transformation is the customer journey, primarily through online platforms and digital touchpoints.