More stresses and demands than ever Digital customers don’t forgive or forget. They expect stunning service and freedom to choose how and when they engage with your business. Anything less and they won’t think twice about going elsewhere. COVID-19 has multiplied those pressures. Times of adversity amplify our emotions. Customer stresses and demands have reached the point where sterile interactions, with advisors forced to read from one-size-fits-all scripts, no longer cut it. They must be empowered; freed to be sensitive to customer feelings in intensely personal situations. They need to be brilliant when it matters most. Which is all the time.