View: In the post-Covid world, digital success will be defined by customer experience

By Sanjay Kapoor

Almost eight months into the pandemic, we are more or less reconciled with a few aspects of ‘Covid life’. Economies with tighter social distancing are likely to experience more negative shocks in their domestic sector. Demand, as opposed to supply, is becoming a bigger concern, especially for sectors associated with discretionary activities. MSMEs and sub-prime consumers have a bigger exposure to weakened demand.

We need to get people back to work before we can start to discuss the sustained increase in consumption. Post-Covid ‘normal’ will be inflationary while building safer workplaces for people returning to work. Digital play (access, content, services, devices, storage, security and analytics) will be a quintessential part of the post-Covid scenario. Work from anywhere (WFA) is very likely to become more prevalent. Internet access may seem a challenge…

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