“Business continuity is your company brand,” Grant said.
The vice president of IT analytics at a large digital supply-chain platform company related how the pandemic led the company to focus on employee satisfaction and “doing pulse surveys that ask if associates feel they have the tools to do their jobs properly.”
A senior IT leader from a global health services company told the group that, at the front end of the pandemic, as work-from-home and incident backlogs mounted, “we were very much in reaction mode. As the weeks went on, we began to pay a price,” in degradation of service and longer cycle times.
In response, the executive said, “we started solving the discrete problems, breaking down the sources of dissatisfaction, and we created a digital experience index among our coworkers.” The company also created drive-up, no-touch/low-touch services to get equipment in employees’ hands swiftly.