Business transformation has reached a critical inflection point.
For decades, businesses competed on the ability to build and distribute the best product or service. Leaders thought, “Build it and they will come.”
It made sense to put the product at the center of a business.
But in recent years, new technologies like artificial intelligence (AI) and the Internet of Things (IoT) began turning this world upside down. In 2020, the effects of COVID-19 brought about even more changes. Companies have had to find new ways [https://www.salesforce.com/resources/guides/how-to-safely-reopen-business/] to work, connect, and collaborate from anywhere.
With so many choices at their fingertips, customers now choose to spend their time and money with businesses that put them first. Research shows [https://www.salesforce.com/blog/2019/06/customer-engagement-trends.html] that 84% of customers say the experience a company provides is as important as its products and services.
Future-fit companies ar…