We are living in a truly new world – a world where social distancing is driving digital proximity. How enterprises engage their customers has drastically changed from paper-based to telephony to the internet economy through Business 2.0 and now Business 4.0. Steve Jobs once said, “You’ve got to start with the customer experience and work back toward the technology, not the other way around”. With COVID -19, we find ourselves at an inflection point with regard to customer experience management – where touch-technology and face-to-face (f2f) interactions are neither considered safe nor preferred by a majority. Existing customer engagement channels have come under strain due to the COVID -19 crisis. There has been a visible reduction in the footfall at bank branches and in-person meetings with insurance advisors. As remote interactions will increase, the need to go paperless in communication will see a surge. Existing conversational experiences – f2f, voice-base...