Here's the problem
Today’s economic crisis won’t have a V-shaped recovery. The Federal Reserve has identified this crisis as a “downturn in economic activity significantly worse than any recession since World War II.”Companies need to become more efficient and control cost or they won’t make it.
On top of that, customer behavior and expectations have radically changed. Customers want a better, personalized experience. If they don't get it, customer trends have shown they will take their business to the competition.