This workshop aims to provide insights into the “Digital Revolution” currently underway which will impact the sales and service functions. This digital revolution will lead to new customer relationship models, representing an opportunity for new entrants and present challenges for established companies. The channel mix and resources that companies currently use to contact customers are being deeply impacted, and organizations will need new skills and competencies to stay competitive. The program aims to facilitate understanding of related concepts to help participants work on a roadmap to be future ready. This program’s primary objective is to introduce the audience to digitization and share some examples and case studies of trends from the automotive, financial services sector – loan process, insurance, rural housing, after-market, resorts, automotive logistics, real estatein the global context.