THE DIGITAL-FIRST EXPERIENCE IS NOW THE DEFAULT The last two years have seen a massive shift toward digital-first customer experiences across all sectors and customer demographics. As consumers were rapidly left without the option of in-person interactions, contact centers saw surging volume in digital channels: 7 in 10 consumers across North America increased digital interactions with brands and businesses, and 65% say they now prefer to have the majority of their brand experiences through digital channels. This shift isn’t a new direction; it’s an acceleration of an already quite evident trend. It’s also not going away. Three in five American consumers say digital experiences will only become more important in the near future.