You and your business have had to adapt in unexpected ways this past year—and so have your customers. The option of visiting a physical office, classroom, or store may no longer be available; locations that are open may be operating under strict capacity limits or other COVID-19 restrictions. Increased use of telephone, chat, and email customer service channels has stretched capacity and led to frustrating wait times. As in-person interactions go online, businesses have to be agile as they navigate a fast-changing landscape while meeting customer expectations. Companies that were ready to embrace modern technology are thriving; those stuck in more traditional ways of doing business are often, frankly, struggling. And those organizations who had invested in modern identity solutions prior to 2020 were one step ahead—again. Armed with the right tools and know-how, they’ve been able to quickly scale up to provide seamless, secure customer service, even from a.