1. Shift to the New Normal
The way the IT industry works will never be the same, and the shift to the new normal has not been an easy feat for many. Invaluable takeaway from the crisis is the swift migration to a high percentage of virtual work, and the increasing use of digital collaboration tools. The industry is thinking about redrafting job templates to include remote work options in the post-pandemic phase; a significant portion of the workforce is likely to work from remote.
2. Bolster Wherewithal
Another key lesson from the crisis is the need for enterprise resilience; tempestuous seas have revealed skillful sailors who can transition unchartered waters. The IT industry is taking this learning to accelerate their customer experience. Enterprises are thinking beyond core capabilities; they are strategising around emerging and future capabilities to future-proof their business. Toughening operational resilience is on the to-do list of industry’s top brass.
3. Invest Strategically
In line with what I said earlier, a vital lesson from the crisis is to invest in best practices, solutions, and industry standards. XaaS (cloud, consumption-based pricing), digital innovation, extreme remote work, employee reskilling, and rapid response frameworks are a few examples. The industry has learned to make quick decisions and accelerate digital transformation.
4. Amplify Customer Experience
The industry learned to handle the significant spike in demand for customer support. IT professionals realised that an organizations’ display of assurance, continuity, and engagement during a downturn will be indelibly imprinted in the minds of customers. The IT fraternity has learned that when the stakes are high, customers do not care how much we know until they know how much we care. The crisis is the catalyst to transform the customer engagement model.
5. Ramp up Employee Experience
The last but essential takeaway for the industry is that employees need emotional succor. IT professionals have had demanding schedules and they have stretched themselves to ensure business continuity for customers. Prolonged confinement, gloomy news, and fragile job situations have brought IT professionals’ mental health problems into focus. The industry has taken this seriously and intensified their programs on psychotherapy, self-help, virtual engagement, and counselling. The industry has learned to be more empathetic and appreciative so that employees have a deep sense of belongingness and satisfaction in what they do.