Consumers have gone digital in a hurry in the pandemic era with younger demographics pushing to do more with digital and older demographics, especially driven by COVID contact risk, forced onboard. Meanwhile, 'digital or die' has become 'digital now or die' for businesses with full or partial lockdowns and a cloud of economic uncertainty hanging over their heads. This has catapulted digital transformation of customer service and engagement back to the top of the executive agenda. How can contact centres deliver on this new, urgent imperative?