In the context of the financial and operational challenges emerging from the Covid-19 crisis, improving productivity has a renewed urgency: it could make the difference between business survival or failure.
As the saying goes, necessity is the mother of invention – and as businesses continue to face the enormous challenges brought about by the Coronavirus pandemic, this has never felt more relevant.
Watch Jo Causon interview Jo Moran, Head of Transformation at Marks & Spencer
We should recognise that the crisis also brings with it a unique opportunity to re-set and restructure our organisations in a way that meets a wider set of objectives to purely the financial ones.
Watch Jo Causon interview Paul Harris, Executive Director of Customer Experience at Curo, a housing association in the South West of England
In this video, Institute CEO, Jo Causon, discuss what we have learnt from lockdown
Organisations must take the time to gain absolute clarity over who they are serving and how they are serving them - and use this as a central pillar around which to rebuild.
Increasing numbers of consumers are becoming more careful over what they spend, showing more discernment, taking a less is more approach, and valuing most of all a sense of experience rather than a mere transaction.
As the COVID-19 crisis evolves, organisations need to be agile and responsive to the changing environment, act quickly and communicate clearly with employees and customers. Many organisations have had to change the way they deliver service to customers, or offer reduced levels of service.
As we tackle the intractable challenges ahead, it is the job of leaders to remain focused – and ensure that in dealing with short-term decisions, they do not lose sight of their long-term purpose.