Ramaswamy noted that value creation is beginning to get “decentered” and democratized, moving away from a focus on products and services to more digitalized experiences. The pandemic forced many businesses and industries (higher education, retail, healthcare, entertainment) to flip their customer engagement models and bring their services and products to their customers. “We’re going beyond the world of goods and services, now we have to think about the digital world, the metaverse,” he said.
