Did 2019 systems just get really old? Or, did 2020 need for digital urgency leapfrog everything?

The pandemic and all our responses accelerated customers' evolution to #digital. What were hypothetical and aspirational designs for a few people in #innovation labs and design thinking workshops immediately became real and ‘digital everything’ became a critical urgent need overnight.

If at 8:00 pm on Monday, February 25, you received an email when from your CEO saying, “Stay at home the rest of the week and let’s meet remote tomorrow, Wednesday, Thursday and Friday. We’ll start at 8:30 a.m. each day. Please be prepared.” You would you were just having some strange,dystopian nightmare.

Then, within twenty days, this hypothetical scenario became reality for you. Immediately everything changed for you, your co-workers, partners and most importantly, your customers.   

Your customers – your team, each individual’s world changed, not just their “work world”, but their family life, their community life, their social life… everything.

And systems, technical systems and non-technical systems had to change instantly.

Suddenly life-by-Zoom, Webex, Google Meet, Microsoft Teams became the norm, mandatory, daily and constant.

Communication channels that we often took for granted didn’t slowly evaporate – they disappeared.

Digital = WIN! Whichever company was best suited for digital had a distinct competitive advantage. Whomever owned the customer’s digital channel or immediately wrapped themselves in the client’s digital ecosystem became the primary supplier, partner, sole source.

Please join me August 26, 11 a.m. when Jake Sloan, Appian’s Global Industry Leader, and I discuss insurance companies, insurance company’s customers, and what steps insurance organizations must take to become Customer Worthy in the next couple months, the next decade - and beyond.