2021 is taking shape as a year of empathy, innovation, and lasting change -a year of reset and renewal. Despite lingering uncertainty and upheavalacross many aspects of our lives in the wake of a once-in-a-generationpublic health crisis, glimmers of optimism and hope are starting to fill the air.For many businesses, it is also a year of reinvention. 2020 saw anovernight switch to remote everything, which brought with it enormouschallenges for businesses as they closed their doors and focused onthe online experience and commerce. We now live in a digital-first worldwhere, without a superior customer experience, there is no product.Every business is an experience business.