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We will continue to invest in data and analytics to model personalised experiences Illustration by Tanmoy Chakraborty The year 2020 challenged deep-rooted beliefs and transformed the way we work. Beliefs such as sales can occur only in physical branches or physical documents are required to be presented in person to close a sale or we will always need branches to service customers no longer hold true. The pandemic also tested the resilience, adaptability and sustenance of individuals and organisations. Adapting to long-lasting shifts in consumer and distributor behaviour is now a necessity. Displacement of the usual and advent of the new normal may be spoken of for generations to come. ....