This document discusses how COVID-19 is impacting customer engagement in industries like banking and how customer needs and expectations are changing across sectors. It notes that COVID-19 accelerated trends like working from home by 5 years. The document also examines changes in customer engagement at the individual level, with physicians moving to a new engagement model more quickly, and at the pharmaceutical industry level, questioning if the death of the fieldforce is being overestimated. Finally, it emphasizes that the greatest danger in times of turbulence is acting with outdated logic and that the future of customer engagement needs to be reimagined.