Digital adoption had been on an upward trajectory for years. Then 2020 happened. Just about every type of business scrambled to establish new digital capabilities for engaging with customers, partners and employees. For many, digital acceleration was a matter of survival.
Retailers overhauled apps for arranging curbside pick-up and delivery capabilities to keep revenues coming in. Banks moved critical services, such as account opening, online. Healthcare providers fast-tracked telemedicine to meet healthcare needs safely.