Future-proofing your organization is important now more than ever.
The pandemic led businesses to a dramatic shift in how people work and what employees need to be successful. McKinsey's report, COVID-19: Implications for Business, states that sustainable, inclusive growth will require changing the workplace to maximize the contributions of all people. In addition, there's now an added emphasis on areas like the digital customer experience, company culture, employee well-being, technology, and innovation.
As the world continues to evolve from the pandemic, organizations must stay agile and be willing to shift operations as needed. From the Great Resignation to an inflated market, companies that quickly adapt to future-proof themselves can ride what wave comes their way.
Improve Your Customer ExperienceAbout 94 percent of customers say a positive customer experience makes them more likely to purchase again. Purchasers indicate that excellent customer experiences drive loyalty that can help your company attract and retain customers.
Organizations must shift how they think about the customer experience if they want to thrive. Supplement human interactions with digital tools like AI-powered chatbots and an on-demand customer education program. Seventy-eight percent of customers consider blended technology-human interactions a better experience than human-only ones. In addition, your customers have their own businesses to run and customers to support, so they need access to the right resources at the right time to be successful.
Invest in Your EmployeesA great team can even carry your company through tough times and help you come out stronger on the other side. Invest in your talent to create a positive employee experience. As a result, team members will be happier and more loyal, engaged, and productive.
You can invest in employees by:
- Providing continuous learning opportunities
- Having remote and hybrid work options
- Offering competitive compensation
- Upskilling and reskilling for a tech-enabled future
Because people and organizations needed to find ways to facilitate social distancing during the pandemic, new technology is now deeply entrenched in many organizations and will only become more prevalent over time.
Technology-related jobs currently comprise over 50 percent of the top 20 most in-demand roles. These include data analysts and scientists, artificial intelligence and machine learning specialists, and digital marketing and strategy specialists.
Upskilling and reskilling your team members will help your organization overcome a skills gap and adapt to a tech-enabled future while also helping your employees grow in their careers.
Define Your Purpose and GoalsWhether it’s the pandemic or the market environment, things happen that will force you to revisit your company’s goals.
Make sure to define your organization's purpose, vision, values, and goals. Then use those as a North Star for all your decisions, changes, and innovations. Consider what your customers want, what you currently offer, and where you can innovate. Then you can create a roadmap to achieve your goals.
This exercise will help your entire organization align and stay focused so you can move toward your goals as a cohesive team.