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There are few things today that are not impacted by computer technology in some way. Billions of people carry a high-powered computer with them at all times. There is even a condition called nomophobia, which is anxiety caused by being separated from one's smartphone for a prolonged period. This digital dependence has contributed to the digital transformation that is apparent within customer service at many organizations. But it is not the only factor, at least not directly. The pandemic changed consumer behavior, perhaps irrevocably. In some cases, existing trends were accelerated, and in others, new habits were adopted in response to measures aimed at mitigating the spread of the Covid-19 virus.