The COVID-19 pandemic led to rapid and extreme digitization in many sectors, as organizations moved from technology enablement of legacy operations to full digitization. Meanwhile, 85 percent of respondents to a 2020 global survey of executives said their businesses have accelerated use of technologies to enable digital employee collaboration.

The 'industrial revolution in services' comprises four irreversible shifts that are transforming operations.
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To read the article, see “Fueling digital operations with analog data,” April 20, 2022.