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While the transformation from the brick-and-mortar to the digital and omnichannel customer experience has been continuing for the past decade, the 2020 COVID pandemic greatly accelerated the shift. According to the Census Bureau’s most recent 2020 Annual Retail Trade Survey, e-commerce sales increased by $244.2 billion, or 43%, in 2020. In every sector from retail to consumer banking to experiences, suddenly consumers were interacting with brands primarily through digital....
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