Twelve months into the crisis, although countries are in a race of securing vaccines to bounce their economies back to its normal state, we still find ourselves in a period of uncertainty and volatility.
For most businesses, accelerating digital transformation to support sales and customer service is a must. It also means that businesses have to recalibrate their key performance indicators (KPIs) to assess and qualify a successful digital change.
How will businesses measure the success of their actions? What KPIs should they track if customers are transitioning to their digital platform? Does customers use it to its fullest capacity? Did customers managed to complete all the actions needed to complete a transaction?