The pandemic has forced organizations to adapt at pace to survive and stabilize. McKinsey described the first three months following Covid-19 as a “90-day sprint”. It was during this period that they had to rapidly pivot to support working from home and meet omnichannel customer demand. This was largely a success.

But now the question isn’t one of just surviving. It’s about recovery and the rebound. Having leapt forward by five years digitally in a matter of weeks, business leaders must push forward with digitization, upgrading core IT infrastructure and ensuring long-term prosperity.

The new needs: managing workers and customers



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