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In March 2020, when COVID-19 was declared a pandemic, businesses across the globe scrambled to move operations to a remote working environment. Digital became the key word across industries. In April and May 2021, WNS and Corinium Intelligence conducted a survey of 100+ companies across eight industries to understand their state of digital transformation in the new normal.

According to the survey:

  • 52 percent cited customer experience as the top priority in their transformation agenda

  • 37 percent lost a great deal of business as they were slow to adapt to the digital-only environment

  • 30 percent have accelerated the migration of data, applications and services to cloud

  • 40 percent plan to operate a hybrid model that combines office and remote working

Cybersecurity and data governance have emerged as key challenges in this digital-only landscape, while most client-facing operations have become digital. Success in this evolving normal will now be determined by how organizations leverage data analytics, artificial intelligence, enterprise automation and blockchain.

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