Achieving brand consistency in an omnichannel world

Brands today must have a digital presence, but one that is seamlessly integrated with digital and human touchpoints.

If brands have learnt one thing from the COVID-19 pandemic it is the importance of the digital landscape, not just as a selling tool but as a platform to heighten the consumer relationship. In May 2019, 36% of customer interactions were conducted through digital channels globally, by June 2020 that had risen to 58%, and it is unlikely this will reverse even as we come out of the pandemic.

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