Technology has increased our ability to do so many things – and all faster than ever. With COVID-19 now present in more than 140 countries, everything from corporate trade shows to sporting events and family vacations are being affected. Organizations and individuals are coming up with strategies to keep people safe and healthy, while not losing sight of their goals. And technology is taking a front row seat to many of the plans being created in response to the evolving news around the world.
Technology becomes imperative amidst call for social distancing
In the US, Amazon is looking to hire 100,000 people to keep up with delivery demand. #HIMSS20 cancelled its trade show, which reported an expected 45,000 attendees from 90 countries. (This is one in a very long list of cancelled corporate events.) Starbucks has temporarily paused the use of reusable cups.
In Europe specifically, the cancellation of Mobile World Congress came in early February and the fate of Money 2020 and the Cannes Film Festival are both yet to be determined. With Italy, Spain, France, and The Netherlands now enforcing strict lockdowns, it’s likely these events will be forced to cancel or reschedule.
And then there are other parts of the world, such as Australia where more events are going virtual, such as Salesforce’s World Tour Sydney and the second annual Trailblazing Women Summit, originally scheduled to kick off in California.
Finding the silver lining
"We don’t grow when things are easy; we grow when we face challenges.” -Anonymous
In this unprecedented time for millions of people, we’re seeing a response unlike any other to the coronavirus. Companies are using this opportunity to put programs and initiatives in place to lessen the burden for their employees and customers. We’re seeing technology taking on a new role as it becomes pivotal in helping organizations remain efficient; and that’s not a bad thing.
For example, many companies scheduled to attend HIMSS are hosting virtual webinars to share the presentations they planned to present live in Orlando. The AWS Amsterdam Summit will move to a virtual event and live stream its sessions to the public. Starbucks is honoring the discount offered to reusable cup users, despite the temporary suspension, while encouraging people to use their app for mobile orders. Food delivery carriers Deliveroo and Glovo are offering contactless deliveries, following in the footsteps that other companies like Instacart and Postmates have mandated.
All of this shows that conversations and connection can continue in business when the right tools and support are in place. (Just look at how teachers and parents are embracing digital tools to support children’s learning outside the classroom and in the safety of their homes while we all practice social distancing.)
What’s the opportunity for your business?
All of this has us thinking, what are the potential benefits that come from needing to temporarily change the way you do business? With a shift away from in-person meetings and group functions, where is the opportunity to continue – or even improve – certain aspects of your business, such as customer satisfaction and loyalty, brand awareness, and even revenue generation? With so much technology at our fingertips, here are a few ways that teams make the most of it, for themselves and their customers, during this time of change:
These are just a few examples of the many ways that technology can offer you relief in times when customer experience is critical. What opportunities exist in your business? How can innovation enhance your user experience? How do you keep employees and customers engaged and which of these tools could offer you even better engagement? Start thinking about how you can leverage digital tools to create meaning for your business, customers, and brand. It’s a good time to evaluate the ways that your company can optimize and innovate for better customer experiences.
How are you using technology to offset the challenges posed by the novel coronavirus? Do you need help thinking through your strategy? Let’s talk.
We believe that addressing customer challenges gives you opportunities to delight. Using our proprietary Friction Reports and strong industry expertise, we dig deep into customer sentiment and create action plans that remove engagement roadblocks. The end result is seamless, relevant experiences that your customers will love.