2020 has been characterized by waves of disruption due to COVID-19, and organizations have been forced to make quick decisions about how to mitigate loss and reorganize their business. At an unprecedented speed, businesses needed to make hard decisions about staffing, travel restrictions, and new regulatory requirements. This has abruptly and irrevocably reshaped daily life, consumer sentiment, and the trajectory of the service industry, from technology adoption to how businesses go to market. How has this change accelerated digital transformation for businesses, and what new tools have taken center stage? How does this new state of service today change how we plan for tomorrow? Join Tom Paquin, service industry expert at IFS, to explore these questions and more. Tom will explore how the industry has changed on a macro level, how consumer sentiment has adjusted, and what real businesses are doing and adopting to win the moment and build for tomorrow.