{"id":42096,"date":"2020-10-23T08:54:26","date_gmt":"2020-10-23T15:54:26","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=42096"},"modified":"2020-10-23T08:54:34","modified_gmt":"2020-10-23T15:54:34","slug":"covid-19-prioritizes-digital-customer-experiences-giving-digital-transformation-new-purpose-introducing-relationship-transformation","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/news\/stories\/covid-19-prioritizes-digital-customer-experiences-giving-digital-transformation-new-purpose-introducing-relationship-transformation\/","title":{"rendered":"COVID-19 Prioritizes Digital Customer Experiences, Giving Digital Transformation New Purpose: Introducing Relationship Transformation"},"content":{"rendered":"\n<p>At the heart of CRM is the word relationships. But when it comes to digital transformation (DX), many organizations often placed too great an emphasis on the digital side of change. According to <a href=\"https:\/\/www.businesswire.com\/news\/home\/20180221005400\/en\/Businesses-Failure-Complete-Digital-Transformation-Initiatives-Negatively\">MuleSoft<\/a> in 2018, four out of five businesses reported that failure to complete digital transformation initiatives negatively impacted revenue.<\/p>\n\n\n\n<p>In reality, before COVID-19 (BC), DX was a codeword for digitization, not so much business transformation. Roadmaps largely focused on updating and upgrading aging and disparate systems. By most estimates eight out of every 10 of these types of transformation initiatives were failing. This happened for several common reasons:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Lack of alignment and clear understanding among leaders about how to execute against a digital transformation strategy<\/li><li>Lack of CEO engagement and sponsorship<\/li><li>A focus on backend benefits, with Product Development, Marketing and Sales seeing the least benefit from the initiative<\/li><li>A fear of the overall complexity of the initiative and uncertainty of its success<\/li><li>Understanding of how employees and customers are evolving<\/li><li>A perception that the initiative is owned or led by IT (not by the CMO or CDO)<\/li><\/ul>\n\n\n\n<p>But, after COVID\u2019s initial disruption (AD), digital transformation received newfound purpose and executive support. With working from home, ecommerce and operational optimization now critical priorities, cross functional groups had to work together with proper C-suite sponsorship to get things done&#8230;quickly.<\/p>\n\n\n\n<p>This renewed lens on DX introduces an opportunity to rethink broader digital transformation, beyond digital, to drive meaningful business change in a time of great need.<\/p>\n\n\n\n<p>Salesforce colleague <a href=\"https:\/\/www.henryking.com\/about\">Henry King<\/a> and I explored DX in a new light. Rather than prioritizing digitization, we looked at areas where humanization would give purpose to digital transformation. This led us to the core of any business, customers. It also inspired us to revisit the founding principles of CRM, using technology to place customer relationships at the center of business growth. At Salesforce, we call this the Customer 360 \u2014 putting the customer at the center of everything you do, so you can meet and exceed their expectations and build better relationships.&nbsp;<\/p>\n\n\n\n<p>In our recent article in <a href=\"https:\/\/www.zdnet.com\/article\/when-digital-transformation-fails-focus-on-the-why-and-how-of-change-not-just-technology\/\">ZDNet<\/a>, we introduced a 21<sup>st<\/sup> century take on CRM, placing relationships at the core of digital transformation. We call it \u201cRelationship Transformation\u201d or RTx and it represents a significant driver for DX with purpose.&nbsp;<\/p>\n\n\n\n<p>To borrow from Simon Sinek&#8217;s &#8220;<a href=\"https:\/\/www.ted.com\/talks\/simon_sinek_how_great_leaders_inspire_action?language=en\">Why, How, What<\/a>,&#8221; investing in customer experiences and relationships, becomes the \u201cwhy\u201d of DX, especially in a time of COVID disruption. Digital then becomes an enabler for something more profound and ultimately profitable.<\/p>\n\n\n<div class=\"wp-block-image__wrapper\">\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large prevent-download\"><a href=\"#\" class=\"wp-block-image__modal-toggle\" aria-expanded=\"false\" data-modal-id=\"42098-modal\"><span class=\"screen-reader-text\">Open Image Modal<\/span><img loading=\"lazy\" decoding=\"async\" width=\"800\" height=\"404\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/10\/solisquote.png?w=800\" alt=\"Brian Solis Quote\" class=\"wp-image-42098\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/10\/solisquote.png 800w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/10\/solisquote.png?w=300&amp;h=152 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/10\/solisquote.png?w=768&amp;h=388 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/10\/solisquote.png?w=264&amp;h=133 264w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/10\/solisquote.png?w=500&amp;h=253 500w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/10\/solisquote.png?w=678&amp;h=342 678w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/10\/solisquote.png?w=150&amp;h=76 150w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/10\/solisquote.png?w=382&amp;h=193 382w\" sizes=\"auto, (max-width: 800px) 100vw, 800px\" \/><\/a><\/figure><\/div>\n<div id=\"42098-modal\" class=\"image-modal\" aria-hidden=\"true\" aria-labelledby=\"image-dialog-title\"><div class=\"image-modal__overlay\" tabindex=\"-1\" data-a11y-dialog-hide><\/div><div class=\"image-modal__content\" role=\"dialog\"><button class=\"image-modal__close-button\" type=\"button\" data-a11y-dialog-hide aria-label=\"Close this image dialog window\"><svg viewBox=\"0 0 26 25\" height=\"16\" width=\"16\" fill=\"currentColor\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><rect x=\".626\" y=\"22.753\" width=\"32\" height=\"3\" rx=\"1.5\" transform=\"rotate(-45 .626 22.753)\"\/><rect x=\"2.747\" y=\".125\" width=\"32\" height=\"3\" rx=\"1.5\" transform=\"rotate(45 2.747 .125)\"\/><\/svg><\/button><h1 id=\"image-dialog-title\" class=\"screen-reader-text\">Image Modal<\/h1>\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large prevent-download\"><img loading=\"lazy\" decoding=\"async\" width=\"800\" height=\"404\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/10\/solisquote.png?w=800\" alt=\"Brian Solis Quote\" class=\"wp-image-42098\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/10\/solisquote.png 800w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/10\/solisquote.png?w=300&amp;h=152 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/10\/solisquote.png?w=768&amp;h=388 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/10\/solisquote.png?w=264&amp;h=133 264w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/10\/solisquote.png?w=500&amp;h=253 500w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/10\/solisquote.png?w=678&amp;h=342 678w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/10\/solisquote.png?w=150&amp;h=76 150w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/10\/solisquote.png?w=382&amp;h=193 382w\" sizes=\"auto, (max-width: 800px) 100vw, 800px\" \/><\/figure><\/div>\n<\/div><\/div><\/div>\n\n\n<p>All companies should place RTx at the core of digital transformation, specifically in the following three aspects of their business:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li><strong>Customer-first<\/strong> strategies and practices for <strong>trust, success and innovation<\/strong><\/li><li><strong>Commitment<\/strong> to living their <strong>values and purpose<\/strong> holistically<\/li><li><strong>Continuous<\/strong> efforts to build the size, resilience and capabilities of their <strong>ecosystems<\/strong><\/li><\/ul>\n\n\n\n<p>When digital transformation failed before COVID, it was likely because strategies were missing the why and how of change, emphasizing technology and transactions over experiences and relationships. By placing people and RTx at the center of DX, organizations can accurately identify &#8220;how&#8221; to accelerate a more purposeful, and ultimately successful, roadmap to change and business modernization and relevance (what).<\/p>\n\n\n\n<p>For the full story, please visit ZDNet, \u201c<a href=\"https:\/\/www.zdnet.com\/article\/when-digital-transformation-fails-focus-on-the-why-and-how-of-change-not-just-technology\/\">When digital transformation fails, focus on the why and how of change, not just technology and transactions<\/a>.\u201d<\/p>\n","protected":false},"excerpt":{"rendered":"<p>At the heart of CRM is the word relationships. But when it comes to digital transformation (DX), many organizations often placed too great an emphasis on the digital side of change. According to MuleSoft in 2018, four out of five businesses reported that failure to complete digital transformation initiatives negatively impacted revenue. In reality, before [&hellip;]<\/p>\n","protected":false},"author":4,"featured_media":42099,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"sf_subhead":"","sf_i18n_disclaimer":false,"_jetpack_memberships_contains_paid_content":false,"alternateThumbnailId":0,"sf_product_cta_id":0,"footnotes":""},"categories":[1],"tags":[],"sf_content_type":[1728],"sf_theme":[1912],"sf_topic":[2068,1726],"sf_product":[1748],"sf_industry":[],"sf_role":[],"sf_multimedia_asset":[],"sf_location":[1724],"sf_collection":[],"sf_visibility":[],"coauthors":[2029],"class_list":["post-42096","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized","sf_content_type-snapshots","sf_theme-digital-transformation","sf_topic-customer-360","sf_topic-digital-transformation","sf_product-salesforce-platform","sf_location-amer"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>COVID-19 Prioritizes Digital Customer Experiences, Giving Digital Transformation New Purpose: Introducing Relationship Transformation - Salesforce<\/title>\n<meta name=\"description\" content=\"At the heart of CRM is the word relationships. But when it comes to digital transformation (DX), many organizations often placed too great an emphasis on\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.salesforce.com\/news\/stories\/covid-19-prioritizes-digital-customer-experiences-giving-digital-transformation-new-purpose-introducing-relationship-transformation\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"COVID-19 Prioritizes Digital Customer Experiences, Giving Digital Transformation New Purpose: Introducing Relationship Transformation\" \/>\n<meta property=\"og:description\" content=\"At the heart of CRM is the word relationships. But when it comes to digital transformation (DX), many organizations often placed too great an emphasis on\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.salesforce.com\/news\/stories\/covid-19-prioritizes-digital-customer-experiences-giving-digital-transformation-new-purpose-introducing-relationship-transformation\/\" \/>\n<meta property=\"og:site_name\" content=\"Salesforce\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/salesforce\/\" \/>\n<meta property=\"article:published_time\" content=\"2020-10-23T15:54:26+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2020-10-23T15:54:34+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/10\/digital.png\" \/>\n\t<meta property=\"og:image:width\" content=\"1202\" \/>\n\t<meta property=\"og:image:height\" content=\"677\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@salesforcenews\" \/>\n<meta name=\"twitter:site\" content=\"@salesforcenews\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Brian Solis\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"NewsArticle\",\"@id\":\"https:\/\/www.salesforce.com\/news\/stories\/covid-19-prioritizes-digital-customer-experiences-giving-digital-transformation-new-purpose-introducing-relationship-transformation\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.salesforce.com\/news\/stories\/covid-19-prioritizes-digital-customer-experiences-giving-digital-transformation-new-purpose-introducing-relationship-transformation\/\"},\"author\":[{\"@id\":\"https:\/\/www.salesforce.com\/news\/#\/schema\/person\/image\/9788236149f921b49fd5badb8925d12d\"}],\"headline\":\"COVID-19 Prioritizes Digital Customer Experiences, Giving Digital Transformation New Purpose: Introducing Relationship Transformation\",\"datePublished\":\"2020-10-23T15:54:26+00:00\",\"dateModified\":\"2020-10-23T15:54:34+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.salesforce.com\/news\/stories\/covid-19-prioritizes-digital-customer-experiences-giving-digital-transformation-new-purpose-introducing-relationship-transformation\/\"},\"wordCount\":562,\"publisher\":{\"@id\":\"https:\/\/www.salesforce.com\/news\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.salesforce.com\/news\/stories\/covid-19-prioritizes-digital-customer-experiences-giving-digital-transformation-new-purpose-introducing-relationship-transformation\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/10\/digital.png\",\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.salesforce.com\/news\/stories\/covid-19-prioritizes-digital-customer-experiences-giving-digital-transformation-new-purpose-introducing-relationship-transformation\/\",\"url\":\"https:\/\/www.salesforce.com\/news\/stories\/covid-19-prioritizes-digital-customer-experiences-giving-digital-transformation-new-purpose-introducing-relationship-transformation\/\",\"name\":\"COVID-19 Prioritizes Digital Customer Experiences, Giving Digital Transformation New Purpose: Introducing Relationship Transformation - Salesforce\",\"isPartOf\":{\"@id\":\"https:\/\/www.salesforce.com\/news\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/www.salesforce.com\/news\/stories\/covid-19-prioritizes-digital-customer-experiences-giving-digital-transformation-new-purpose-introducing-relationship-transformation\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/www.salesforce.com\/news\/stories\/covid-19-prioritizes-digital-customer-experiences-giving-digital-transformation-new-purpose-introducing-relationship-transformation\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/10\/digital.png\",\"datePublished\":\"2020-10-23T15:54:26+00:00\",\"dateModified\":\"2020-10-23T15:54:34+00:00\",\"description\":\"At the heart of CRM is the word relationships. But when it comes to digital transformation (DX), many organizations often placed too great an emphasis on\",\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.salesforce.com\/news\/stories\/covid-19-prioritizes-digital-customer-experiences-giving-digital-transformation-new-purpose-introducing-relationship-transformation\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/www.salesforce.com\/news\/stories\/covid-19-prioritizes-digital-customer-experiences-giving-digital-transformation-new-purpose-introducing-relationship-transformation\/#primaryimage\",\"url\":\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/10\/digital.png\",\"contentUrl\":\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/10\/digital.png\",\"width\":1202,\"height\":677,\"caption\":\"Digital Transformation\"},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.salesforce.com\/news\/#website\",\"url\":\"https:\/\/www.salesforce.com\/news\/\",\"name\":\"Salesforce\",\"description\":\"Get the latest Salesforce press releases, announcements, stories, and media contacts. See today\u2019s CRM news.\",\"publisher\":{\"@id\":\"https:\/\/www.salesforce.com\/news\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.salesforce.com\/news\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/www.salesforce.com\/news\/#organization\",\"name\":\"Salesforce\",\"url\":\"https:\/\/www.salesforce.com\/news\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/www.salesforce.com\/news\/#\/schema\/logo\/image\/\",\"url\":\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/default.jpg\",\"contentUrl\":\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/default.jpg\",\"width\":1200,\"height\":630,\"caption\":\"Salesforce\"},\"image\":{\"@id\":\"https:\/\/www.salesforce.com\/news\/#\/schema\/logo\/image\/\"},\"sameAs\":[\"https:\/\/www.facebook.com\/salesforce\/\",\"https:\/\/x.com\/salesforcenews\",\"https:\/\/www.linkedin.com\/company\/salesforce\/\"]},{\"@type\":\"Person\",\"@id\":\"https:\/\/www.salesforce.com\/news\/#\/schema\/person\/image\/9788236149f921b49fd5badb8925d12d\",\"name\":\"Brian Solis\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/secure.gravatar.com\/avatar\/222ff14647eae81e38a08b45fa77346940178853165a32718774b246e1958691?s=96&d=mm&r=g29f114f964a7d38d21fe778b3c424cea\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/222ff14647eae81e38a08b45fa77346940178853165a32718774b246e1958691?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/222ff14647eae81e38a08b45fa77346940178853165a32718774b246e1958691?s=96&d=mm&r=g\",\"caption\":\"Brian Solis\"},\"url\":\"https:\/\/www.salesforce.com\/news\/stories\/author\/brian-solis\/\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"COVID-19 Prioritizes Digital Customer Experiences, Giving Digital Transformation New Purpose: Introducing Relationship Transformation - Salesforce","description":"At the heart of CRM is the word relationships. But when it comes to digital transformation (DX), many organizations often placed too great an emphasis on","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.salesforce.com\/news\/stories\/covid-19-prioritizes-digital-customer-experiences-giving-digital-transformation-new-purpose-introducing-relationship-transformation\/","og_locale":"en_US","og_type":"article","og_title":"COVID-19 Prioritizes Digital Customer Experiences, Giving Digital Transformation New Purpose: Introducing Relationship Transformation","og_description":"At the heart of CRM is the word relationships. But when it comes to digital transformation (DX), many organizations often placed too great an emphasis on","og_url":"https:\/\/www.salesforce.com\/news\/stories\/covid-19-prioritizes-digital-customer-experiences-giving-digital-transformation-new-purpose-introducing-relationship-transformation\/","og_site_name":"Salesforce","article_publisher":"https:\/\/www.facebook.com\/salesforce\/","article_published_time":"2020-10-23T15:54:26+00:00","article_modified_time":"2020-10-23T15:54:34+00:00","og_image":[{"width":1202,"height":677,"url":"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/10\/digital.png","type":"image\/png"}],"twitter_card":"summary_large_image","twitter_creator":"@salesforcenews","twitter_site":"@salesforcenews","twitter_misc":{"Written by":"Brian Solis","Est. reading time":"3 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"NewsArticle","@id":"https:\/\/www.salesforce.com\/news\/stories\/covid-19-prioritizes-digital-customer-experiences-giving-digital-transformation-new-purpose-introducing-relationship-transformation\/#article","isPartOf":{"@id":"https:\/\/www.salesforce.com\/news\/stories\/covid-19-prioritizes-digital-customer-experiences-giving-digital-transformation-new-purpose-introducing-relationship-transformation\/"},"author":[{"@id":"https:\/\/www.salesforce.com\/news\/#\/schema\/person\/image\/9788236149f921b49fd5badb8925d12d"}],"headline":"COVID-19 Prioritizes Digital Customer Experiences, Giving Digital Transformation New Purpose: Introducing Relationship Transformation","datePublished":"2020-10-23T15:54:26+00:00","dateModified":"2020-10-23T15:54:34+00:00","mainEntityOfPage":{"@id":"https:\/\/www.salesforce.com\/news\/stories\/covid-19-prioritizes-digital-customer-experiences-giving-digital-transformation-new-purpose-introducing-relationship-transformation\/"},"wordCount":562,"publisher":{"@id":"https:\/\/www.salesforce.com\/news\/#organization"},"image":{"@id":"https:\/\/www.salesforce.com\/news\/stories\/covid-19-prioritizes-digital-customer-experiences-giving-digital-transformation-new-purpose-introducing-relationship-transformation\/#primaryimage"},"thumbnailUrl":"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/10\/digital.png","inLanguage":"en-US"},{"@type":"WebPage","@id":"https:\/\/www.salesforce.com\/news\/stories\/covid-19-prioritizes-digital-customer-experiences-giving-digital-transformation-new-purpose-introducing-relationship-transformation\/","url":"https:\/\/www.salesforce.com\/news\/stories\/covid-19-prioritizes-digital-customer-experiences-giving-digital-transformation-new-purpose-introducing-relationship-transformation\/","name":"COVID-19 Prioritizes Digital Customer Experiences, Giving Digital Transformation New Purpose: Introducing Relationship Transformation - Salesforce","isPartOf":{"@id":"https:\/\/www.salesforce.com\/news\/#website"},"primaryImageOfPage":{"@id":"https:\/\/www.salesforce.com\/news\/stories\/covid-19-prioritizes-digital-customer-experiences-giving-digital-transformation-new-purpose-introducing-relationship-transformation\/#primaryimage"},"image":{"@id":"https:\/\/www.salesforce.com\/news\/stories\/covid-19-prioritizes-digital-customer-experiences-giving-digital-transformation-new-purpose-introducing-relationship-transformation\/#primaryimage"},"thumbnailUrl":"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/10\/digital.png","datePublished":"2020-10-23T15:54:26+00:00","dateModified":"2020-10-23T15:54:34+00:00","description":"At the heart of CRM is the word relationships. But when it comes to digital transformation (DX), many organizations often placed too great an emphasis on","inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.salesforce.com\/news\/stories\/covid-19-prioritizes-digital-customer-experiences-giving-digital-transformation-new-purpose-introducing-relationship-transformation\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.salesforce.com\/news\/stories\/covid-19-prioritizes-digital-customer-experiences-giving-digital-transformation-new-purpose-introducing-relationship-transformation\/#primaryimage","url":"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/10\/digital.png","contentUrl":"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/10\/digital.png","width":1202,"height":677,"caption":"Digital Transformation"},{"@type":"WebSite","@id":"https:\/\/www.salesforce.com\/news\/#website","url":"https:\/\/www.salesforce.com\/news\/","name":"Salesforce","description":"Get the latest Salesforce press releases, announcements, stories, and media contacts. See today\u2019s CRM news.","publisher":{"@id":"https:\/\/www.salesforce.com\/news\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.salesforce.com\/news\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Organization","@id":"https:\/\/www.salesforce.com\/news\/#organization","name":"Salesforce","url":"https:\/\/www.salesforce.com\/news\/","logo":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.salesforce.com\/news\/#\/schema\/logo\/image\/","url":"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/default.jpg","contentUrl":"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/default.jpg","width":1200,"height":630,"caption":"Salesforce"},"image":{"@id":"https:\/\/www.salesforce.com\/news\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/salesforce\/","https:\/\/x.com\/salesforcenews","https:\/\/www.linkedin.com\/company\/salesforce\/"]},{"@type":"Person","@id":"https:\/\/www.salesforce.com\/news\/#\/schema\/person\/image\/9788236149f921b49fd5badb8925d12d","name":"Brian Solis","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/secure.gravatar.com\/avatar\/222ff14647eae81e38a08b45fa77346940178853165a32718774b246e1958691?s=96&d=mm&r=g29f114f964a7d38d21fe778b3c424cea","url":"https:\/\/secure.gravatar.com\/avatar\/222ff14647eae81e38a08b45fa77346940178853165a32718774b246e1958691?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/222ff14647eae81e38a08b45fa77346940178853165a32718774b246e1958691?s=96&d=mm&r=g","caption":"Brian Solis"},"url":"https:\/\/www.salesforce.com\/news\/stories\/author\/brian-solis\/"}]}},"jetpack_featured_media_url":"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/10\/digital.png","jetpack_sharing_enabled":true,"distributor_meta":false,"distributor_terms":false,"distributor_media":false,"distributor_original_site_name":"Salesforce","distributor_original_site_url":"https:\/\/www.salesforce.com\/news","push-errors":false,"_links":{"self":[{"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/posts\/42096","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/users\/4"}],"replies":[{"embeddable":true,"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/comments?post=42096"}],"version-history":[{"count":3,"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/posts\/42096\/revisions"}],"predecessor-version":[{"id":42103,"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/posts\/42096\/revisions\/42103"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/media\/42099"}],"wp:attachment":[{"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/media?parent=42096"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/categories?post=42096"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/tags?post=42096"},{"taxonomy":"sf_content_type","embeddable":true,"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/sf_content_type?post=42096"},{"taxonomy":"sf_theme","embeddable":true,"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/sf_theme?post=42096"},{"taxonomy":"sf_topic","embeddable":true,"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/sf_topic?post=42096"},{"taxonomy":"sf_product","embeddable":true,"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/sf_product?post=42096"},{"taxonomy":"sf_industry","embeddable":true,"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/sf_industry?post=42096"},{"taxonomy":"sf_role","embeddable":true,"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/sf_role?post=42096"},{"taxonomy":"sf_multimedia_asset","embeddable":true,"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/sf_multimedia_asset?post=42096"},{"taxonomy":"sf_location","embeddable":true,"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/sf_location?post=42096"},{"taxonomy":"sf_collection","embeddable":true,"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/sf_collection?post=42096"},{"taxonomy":"sf_visibility","embeddable":true,"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/sf_visibility?post=42096"},{"taxonomy":"author","embeddable":true,"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/coauthors?post=42096"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}