Commentary: Don’t Get Stung by a Delayed Reaction to Customers’ Growing Digital Expectations

On vacation last week, I was knee-deep in the ocean when I felt a sudden stinging sensation on my leg. “Oh, you were stung by a jellyfish,” you’re probably thinking. It’s the obvious answer — and the correct one. But despite the physical pain I was in, I remained oblivious to the source of it, allowing myself time to get stung across both legs. It finally clicked when my husband actually laid eyes on the culprit. By then, the burning had really set in. It was like I couldn’t process that this risk I’ve known about for nearly my whole life was actually happening to me. Even after the initial…