The COVID-19 pandemic caught us all unprepared. Few people on the planet were talking about the possibilities of such a pandemic, but nobody was seriously listening. We love our comfort, we love our routines, we love our business cycles, and we love business growth.
But, Covid-19 shows the whole world that we must be prepared for uncertain times. Indeed, we should be much better prepared as this pandemic has proved to all of us. No country, no industry, no city, no family is excluded; all of us are deeply affected.
Abraham Maslow was right when he established the hierarchy of needs. The most basic needs such as shelter, food, and water are some of the most successful industries. Groceries have done a fantastic job in securing food availability.. Safety and healthcare industries are the heroes of this pandemic. They have served under impossible conditions.
But, what Maslow did not have the privilege of discovering, has become the operating system of our civilization- the internet. Video conferencing, e-commerce, home schooling, messaging, video streaming, stock trading, banking, paying taxes , making a doctor’s appointment, finding a new home, and much more – all possible from your couch with a fingertip.
Customer Excellence- Operational Excellence- Innovation Excellence
Digital must become your operating system for everything. Digitopia categorizes digital transformation into three main buckets:
- Customer Excellence
- Operational Excellence
- Innovation Excellence
Groceries were challenged by the consumers with the implementation of digital commerce (web or mobile) and last-mile delivery. The ones able to deliver succeeded, gained market share and became the go-to brand or app, thanks to their consumers. The ones who failed, lost market share and the credit of the consumer. It will be very difficult for them to close this gap in trust and capabilities.
Customer excellence is true and highly important for all industries. Especially the ones directly facing the consumer. Digital commerce, customer analytics, well-designed experiences, and especially trust-providing value propositions must be reengineered, optimized and highly digitized, to be able to cope with new realities, new expectations, and uncertain future scenarios.
The same is true for operational excellence and end to end value chains. “Resilience” has been crystalized as the key capability. But there is more to it. Optimization must always be on the agenda for all operations and supply chains. Digital and analytical capabilities will improve your planning and management precision, time to market, lower failure rates, speed up cycle times and enable better forecasting, which will contribute to better demand planning. None of these are possible with plain systems, Excel sheets or human intelligence. You have to go the extra mile to beat your competition.
Last but not least, uncertain times are full of opportunities, for the ones who are able to see it them, seize the moment and capture the window of opportunity. Agile teams are essential to speed up time to market for a new platform, mobile app or any innovative business idea. To be able to do so, your corporate culture must support experimentation. If you think it doesn’t, then you should innovate outside of your incumbent.
Digitopia has a unique “digital maturity model”, covering six areas any organization has in place. We compiled six very generic, but also very important key recommendations for you. These six areas of investment will occupy your most critical talent over the next few years. These six areas will also be your six areas of competitive edge.
Either you master these, or you will get out of business, sooner or later. May the digital forces be with you.
THE BETTER NORMAL SERIES
THE BETTER NORMAL #1: “THE BETTER NORMAL” WILL BE CREATED BY US
THE BETTER NORMAL #2: NO WAY OUT!
THE BETTER NORMAL #3: SYSTEMIC CHANGE OR NUDGE FOR THE BETTER NORMAL
THE BETTER NORMAL #4: A CRITICAL APPROACH TO DIGITAL
THE BETTER NORMAL #5: A CUSTOMER EXPERIENCE PERSPECTIVE
THE BETTER NORMAL #6: THE “REAL” RESILIENCE OF SUPPLY CHAINS
THE BETTER NORMAL #7: AIM FOR DIGITAL GREATNESS
THE BETTER NORMAL #8: THE BALANCED VISION
THE BETTER NORMAL #9: OPERATIONAL EXCELLENCE
THE BETTER NORMAL #10: Don’t Carry “Covid-19 Impact” Too Far
THE BETTER NORMAL #11: Workplace of the Better Normal
We are trusted advisors to many great companies on their digital journeys. Our passion and focus help businesses succeed. Digitopia is an objective and independent management consulting firm driven by values and delivering tangible impact.