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Step 3. Increase operational resilience. The coronavirus pandemic has exposed the fragility of the economy and shown that a single business continuity plan is not enough. Companies that have invested in creating flexible digital workplaces have laid the foundation to operate more effectively than their counterparts in times of crisis. For example, organizations that switched to cloud technologies, advanced data solutions and “digital” employee technologies in the pre-crisis period were able to navigate faster and more confidently during the pandemic. In order to ensure business resilience, companies will be forced to create “forward-looking” interaction models. In particular, they will have to determine which customer touchpoints require large investments and where investment flows can be reduced. Businesses will also need to set standards for working from home, including laptop requirements and Internet speed.

Shifting employees to a permanent remote format will be a algeria number data difficult issue for businesses around the world, according to Accenture. After all, it is now necessary to find a new balance of the workforce, taking into account the changing roles of employees responsible for communicating with the customer. To do this, it is necessary to work out standards regarding who will work from home and who will work in retail outlets. In addition, it will be necessary to rebuild the system of motivation, training and even corporate ethics - because you cannot simply mechanically move traditional processes to a remote working environment.

Accenture analysts predict that new customer engagement models will significantly impact retail outlets. For example, by 2025, the number of stores and branches will decrease by 30% , while the number of new experimental format stores will increase by 20% . The total number of retail spaces will also decrease by 30%. Retail employees will perform cashier and checkout functions 70% less often, and about 50% of the staff will be engaged in building relationships with the buyer.