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Don’t let pandemic-driven tech selections impression your alternative to be future match

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In the course of the early days of the COVID-19 pandemic, corporations had been scrambling to spin up new buyer and worker experiences at a time when the financial outlook was getting increasingly more unclear. For some corporations, it felt like a race in opposition to the clock — a race for survival. In truth, many corporations did not survive the pandemic, and Forrester tasks that as many as 20% of the Fortune 500 will not be going to make it via 2021 complete. 

When it got here to expertise technique, most corporations fell into certainly one of two camps. For leaders, the pandemic simply accelerated present digital transformation plans and spending. They tailored their plan and made it occur in a matter of weeks. They digitized processes quickly and pivoted enterprise fashions utilizing present expertise roadmaps. They did really wonderful issues and put distance between themselves and their rivals. 

For different corporations, it was extra of a scramble. They had been caught off guard and put right into a “survival mode” mentality, which drove rushed expertise selections. They applied expertise choices that will not have been on their unique expertise technique roadmaps. And, in lots of instances, they made selections within the second that usually deployed the very best out there choice for patrons’ most fast wants. They stitched collectively present methods with APIs and did not efficiently present their distant staff entry to the instruments they wanted. 

At present, as many companies return to a “new regular,” the query expertise leaders ought to be asking themselves is, “Are the selections we made a 12 months in the past nonetheless the precise selections for the enterprise as we speak and sooner or later, or do we’ve got some digital regrets that we have to handle?” Forrester’s evaluation reveals that productiveness from tech investments has been falling for the previous 20 years. Think about what occurred throughout the pandemic — one other less-than-desirable end result: digital sameness. Digital sameness is once you put money into digital options solely to search out that your providing is very just like your rivals. 

For those who’re now trying to consider your tech with a watch towards a extra unstable future, listed here are some strategies: 

  • Be customer-obsessed in tech selections. Being customer-obsessed means the whole lot via your buyer’s eyes. And that applies to expertise analysis and consolidation. Whether or not it is a front-end customer-facing expertise or a back-end inner system, consider its value and worth primarily based on the shopper’s wants first. Meaning constructing options that have interaction prospects on the gadgets and channels they select, so it is important you perceive your buyer’s preferences and behaviors. 
  • Try for resiliency, creativity, and adaptivity. Your broader expertise technique ought to assist your agency develop into extra resilient to ship in your model promise regardless of the disaster, develop into extra inventive in your supply of experiences to prospects and develop into extra adaptive to reconfigure your core enterprise ideas when wanted. 
  • Suppose platforms, not level options. One of many underpinnings of Forrester’s Future Match expertise mannequin is using expertise platforms — bundles of enabling applied sciences and providers preassembled to ship a selected buyer expertise or enterprise functionality. Sure, that features a cloud-first mentality, nevertheless it goes a lot deeper. When new enterprise alternatives happen, companies can use these platforms to quickly assemble new, distinctive worth propositions for patrons that drive vital enterprise for the agency. To get a deep dive on this matter, watch this on–demand webinar. 

Of all the teachings discovered throughout the pandemic, maybe an important lesson we discovered was to count on the surprising. Shifting to a 100% distant work surroundings wasn’t on most CIOs’ radars. Restrictions of in-person eating and purchasing weren’t, both. As a expertise govt, your function is now to make sure that your expertise technique not solely adapts to future disruption however permits your agency to profit from surprising change. 

This publish was written by VP and Analysis Director Matthew Guarini, and it initially appeared right here.


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