Today’s CEOs are faced with overwhelming, competing challenges and uncharted waters as they continue to navigate the impacts of the COVID-19 pandemic. Out of necessity, CEOs have prioritised the Now, focusing on supporting their people, customers and suppliers, and orchestrating responses to supply chain disruption. Leaders are rapidly turning their attention to the Next. To outmanoeuvre uncertainty, reopening also requires a program of reinvention. This presents an opportunity for many companies to build the competences they wish they’d invested in before: to be more digital, data-driven, and in the cloud; to have more variable cost structures, agile operations and automation; to create stronger capabilities in e-commerce and security. Here are the areas to watch in business:

• As people are being forced to work from home, their whole life is being forced to adapt digitally. It’s very likely that people who have been forced to adopt digital practices will continue these.

• Demand for delivery services will continue after the crisis is over.

• Brands to empower consumers to be more self-sufficient.

• Uptick in grocery delivery over restaurant take out.

• A new embrace of community at the local level, enabled by new digital tools, such as communal bulk buying online.

• Mobile Commerce And No-Touch Alternate Payment Options. One area that is continuing to see innovation is how we pay for goods and services. This is especially true of online businesses.

• Automation. According to data compiled by invesp, “85 percent of all customer interactions will be handled without a human agent by 2020.”

• Flexible work arrangements. Many expect the current situation of so many employees working from their homes will lead to a dramatic shift into more flexible work arrangements as employers realize it’s not necessary to have everyone in an office to get things done.

• Businesses will prevail if a culture of agility and a mindset of relevance are embraced.

What’s clear is COVID-19 will impact the technology and business services industry dramatically in the nearer term. Please contact us today to help us understand your needs in order to develop business support activities to support your business.