COVID-19: Digital transformation plans are being put on fast-forward

TechRepublic's Karen Roby talked with Colson Hillier, the CMO at Alorica, provider of Business Process and Customer Satisfaction Outsourcing solutions, about digital transformation projects in the post COVID-19 era. The following is an edited transcript of their conversation. Karen Roby: Where should companies be focusing right now, and explain why omnichannel communications should be a priority. Colson Hillier: I think that the idea of omnichannel is really about customer empowerment. Today, you think about the way that we interact with the brands that we love, and almost all of it involves multiple channels.