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Is at the core of business growth, and that has never been more true than in challenging times. You either focus on customer experience, or you are out of business. You’d be hard-pressed to find a more radical situation than the one we’re in today. A shocking year that began with the searing global experience of COVID-19, leading to rapid changes in the way we live, and have catalyzed fundamental changes to structures and attitudes. In examining how we - as individuals, as businesses and as governments - are responding to the current crises we can better understand where we are going next - with that understanding we can plan, prepare, survive and even thrive. This should be the clarion call to businesses to put digital customer experience (CX) at the heart of business strategy. These figures should give you an idea of the impact of a good Customer Experience from multiple angles.