The document discusses how organizations should focus on understanding customer needs and delivering personalized, context-sensitive messaging to customers. It recommends introducing customized, mobile solutions for employees, contractors, and others. Organizations should also balance remote and in-person operations while offering personalized communications. The document also suggests that organizations accelerate cloud migration, use automation, explore DevOps and DataOps, and increase investments in data and cybersecurity. It encourages organizations to start using artificial intelligence and data analytics to enable intelligent decision making.

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In short, the organization
must be where the
customer is, or even
might be. Understand
customer needs, listen in,
personalize content,
deliver context sensitive
messaging.
Every other priority
follows.

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Introduce customized,
mobile, and contactless
solutions
employees
contractors
associates
vendors
partnersBalance remote and in-
person operations
Offer personalized
communications

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Initiate Legacy Modernization
Accelerate Cloud Migration
Use Automation
Explore DevOps, DataOps
Get Efficient
Get Nimble
Get Agile

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Increase emphasis,
invest in data and
cybersecurity

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Artificial intelligence
Data analytics
Start your journey to seek
intelligent decision making,
today.