埃森哲：COVID9： 客户参与的新时代- 埃森哲（英文版）（23页）.pdf

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1、NOWNEXT May 2020 COVID-19: What to do Now, What to do Next Navigating the human and business impact of COVID-19 A New Era in Customer Engagement Transforming your continuity plan into your continuous plan 2 Were all in this together COVID-19 has turned into a global crisis, evolving at unprecedented

2、 speed and scale in recent history. It is creating a universal priority for governments and organizations to take immediate action to protect their people. It is now one of the biggest global events and challengesof our lifetimes. As such, it is changing human attitudes and behaviors and forcing org

3、anizations to respond. However, the need to respond wont end when the viruss immediate threat eventually recedes. 3 “Whatever it is, COVID-19 has made the mighty kneel and brought the world to a halt like nothing else could. Our minds are still racing back and forth, longing for a return to normalit

4、y, trying to stitch our future and our past offering us a chance to rethink the doomsday machine we have built for ourselves. Nothing could be worse than a return to normality. Historically, pandemics have forced humans to break with the past and imagine their world anew. This one is no different. I

5、t is a portal, a gateway between one world and the next.” Arundhati Roy, Financial Times1 Leading organizations see the opportunity and are already questioning the future of their sales and service organization, customers and workforce. Company leaders want to know: What will the post-crisis busines

6、s landscape look like? How do I create adaptability and resilience in my business? Where should I be focused to come out of the crisis stronger? Which customer expectations and behaviors are here to stay? Which temporary solutions should I be retaining longer-term? What rapidly deployed customer cha