COVID-19’s Impact on Digital Transformation

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Presented by

Glenn Weinstein, CHIEF CUSTOMER OFFICER, TWILIO

About this talk

For the last twenty years, companies have been gradually transforming themselves with digital technologies to adapt to new realities of the Internet and mobile. You’ll often hear brands discussing their “digital transformation” initiative. Digital transformation roadmaps could be anywhere from a year to ten years. Then COVID-19 hit. Decade-long digital transformation roadmaps got compressed into days and weeks in order to respond to the realities of shelter-in-place. Businesses in every industry had to figure out how to reach their customers - whether those customers are shoppers, patients, students, businesses and even, employees - essentially overnight. Organizations set up remote contact centers so their employees could work from home, health systems built telemedicine solutions in a matter of weeks, organizations delivered mass notifications and spun up hotlines to help deliver accurate information and retailers enabled curbside pickup to keep shoppers out of stores. To better understand the effects of COVID-19 on businesses, Twilio surveyed over 2,500 enterprise decision makers in the United States, the United Kingdom, Germany, Australia, France, Spain, Italy, Japan and Singapore to gauge their views on digital engagement as a result of COVID-19. During this webinar, we’ll dive into key findings of the survey and hear from leading companies how they have adapted their customer engagement strategies due to COVID-19.

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