埃森哲：COVID9：组织应该如何应对异常情况- 埃森哲（英文版）（37页）.pdf

1、How organizations should respond to the never normal NOWNEXTCOVID-19: What to do Now, What to do Next COVID-19:5 new human truths that experiences need to address COVID-19 has turned into a global crisis, evolving at unprecedented speed and scale. It is creating a universal imperative for government

2、s and organizations to take immediate action to protect their people. It is now the biggest global eventand challengeof our lifetimes. As such, it is changing human attitudes and behaviors today and forcing organizations to respond. However, the need to respond wont end when the viruss immediate thr

3、eat eventually recedes. 2 The Human Experience: How organizations should respond to the experience implications of COVID-19Copyright 2020 Accenture. All rights reserved. This goes way beyond “nudge” techniques, though some are being used, and extends to outright insistence that is either working nat

4、urally or enforced. Twitter even launched a handwashing emoji.1 The science of behavior change had already become a known subject of study and an increasingly important tool for design over the past ten years. Leading companies had already instituted tools and practices to monitor, collect, analyze

5、and act on a mix of digital surveys, behavioral signals, listening and sentiment. Now, the need for these capabilities will become foundational to experience creation, and the speed at which companies canand, increasingly mustrespond to them will become sources of competitive advantage. The formula

6、is listen, pivot, learn, reassess. The time to act is now. This document outlines the practical steps you should take to get started. In the future, we will find a return to normalcy in many aspects of life. But theres no question that many things will change, possibly forever. In the future, we wil