FOOD deliveries, online shopping, e-learning, online meetings — all these have become the norm these past three years. The Covid-19 pandemic significantly accelerated the adoption of digital technologies and pushed businesses to shift from the old 'brick and mortar' model into what the global retail expert Tom Oliver referred to as the 'click and mortar' model, where an online aspect is added to customers' shopping experience. Companies also started to adopt remote work setups, allowing employees to perform their jobs at home.

The sudden changes posed two unprecedented challenges: improving client experience and improving employee engagement.