Consumer expectations have been shifting rapidly over the past few years, and COVID-19 further accelerated these behaviors. There is an urgency to improve the customer experience, customer retention, and loyalty. Brands will need to adapt to pandemic-driven changes by improving the customer experience across marketing, sales, commerce, and service and its overall role in our society. Three major trends along with the pandemic have converged to shake the consumer marketing landscape: the rise of digitally native brands, depreciation of....

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