Pre-pandemic, only 22% of organizations were ready for mass remote work. Now, catalyzed by necessity, organizations are managing remote and in-office workforces (Mercer). To do so efficiently, they must provide employees with the tools they need to remain productive and executives with the visibility to understand their business’ needs.

Prior to Covid-19, many organizations used a combination of digital and traditional customer service operations. Now, in order to succeed, organizations must make the shift to a “contactless economy.” This means optimizing digital tools to enable self-service and customer care.

Before the Next Normal, only 30% of organizations aligned their analytics strategy with their broader corporate strategy (McKinsey). Now, as global workforces move to remote work, the importance of organizations connecting their technology strategies with their business strategies is imperative. Through the use of data and analytics, this process can be streamlined and strengthened.