Digital transformation is top of mind for many companies, and IT leaders are tasked to arm the business with the ability to scale and become more agile—all while moving faster. Be it banking, travel, retail, health, or entertainment, no industry is left unturned. The way we live and work has become fully digitalized, and this means consumers now expect flawless digital experiences in real time. When things don’t work, they start looking for options elsewhere. Having solely digital experiences makes building loyalty much more difficult. Still, when customers have a great customer service experience, that has a huge impact on their trust and satisfaction with the brand. In fact, according to an article from Salesforce, 80% of consumers say that the experience a company provides is just as important as its products and services.