Customer Experience teams were amongst the hardest hit as governments around the world imposed movement control restrictions. Contact centres did not fit the description for essential services and employees were not allowed to come into work. Companies scrambled to deploy new technologies to enable service representatives to work from home and to support the spike in the volume of calls to contact centres. This pandemic has been a catalyst for digital transformation. Twimbit facilitated a dialogue with industry leaders who have been at the forefront of enabling companies achieve this transformation. We bring together 3+1 stories of companies who have led the way in embracing the change and set new benchmarks for the industry. Deflect to digital, Cloud and AI are emerging as the winners of this new normal.