Welcome to 2025 — at least in the digital sense. Over the past two years, businesses worldwide have seen a massive acceleration in consumer demand for digital products and services. And today, digital adoption has reached what was initially expected in 2025.
Consumers across all demographics have grown accustomed to using digital channels like chatbots, live chat and messaging apps. And these digital customer service interactions will increase by 40% in 2021, predicts Forrester.
But it’s not just consumer expectations that are changing. The way we work is changing.
