This is Chapter 2 of the 90 Days Later e-book.
The pandemic of 2020 challenged every business and market on the planet. Product and service streams suffered while online and digital consumption of services skyrocketed. Meanwhile, ways of working also changed. With the majority of the business population locked down at home and forced to work online, not only does the business model need to be adapted in many cases, but so does the internal operating model to ensure the workforce can supply services the way consumers expect them. Organizations must understand how they must respond to these changes to boost customer and employee experience and address financial, regulatory and other concerns. An organizational assessment and needs test can help determine your hierarchy of needs when it comes to building the workplace of the future.
About the author
Iain Fisher
Iain leads ISG’s Future of Work, Customer Experience and ESG solutioning redefining business models and operating models to drive out new ways of working with a CX and ESG focus. He joins up end to end value chains across a number of markets and advises clients on where digital and technology can be used to maximise benefit. A regular Keynote speaker and online presenter, Iain has also authored several eBooks on these subjects.
