It’s not easy wearing a CEO’s hat, and it is definitely harder during troubled times. Naturally,
most business owners weren’t prepared to face the tough challenges of operating in a
pandemic, but to their credit have discovered the merit of using this time for reflection
and adaptation.
As a result, a new kind of leadership is slowly emerging, one based on an empathetic
understanding of human issues and transformative action towards solving those issues.
CEOs are bidding adieu to many old habits and practices and welcoming a host of others,
some of which are as follows:
EX and CX
With millions of customers resorting to virtual business
worldwide, one thing is clear. Employees, especially
your customer care teams, need the right training and
resources to handle the spike without compromising
on quality and losing morale. CEOs are realising that an
improved EX (employee experience) leads to a superior
CX (customer experience), leading them to upgrade
their contact centres with the latest technology that
empowers agents.
Unified Communication
In the absence of physical interactions, CEOs are pushing the boundaries of traditional communication means by investing in technology like UCaaS and the cloud to maintain a steady flow of dialogue across units and verticals. Not only within their companies,
business leaders are also increasingly communicating,
collaborating and sharing best practices with peers, necessistating teh use of latest technology in unified communication
communications.
Reimagining
Instead of doggedly pursuing goals with uncertain
outcomes, CEOs are seizing the opportunity to reimagine the scope of their business. Problems are being identified as new sources of revenue, opening up new channels of growth and brands are venturing
into territories they would have shunned or delayed otherwise. Decisions to automate specific functions and reskill the workforce to support the new vision are
being undertaken at a rapid pace.
Cybersecurity
Aware that increased virtual communication is exposing
their businesses to greater cybercrime risks, CEOs
are pulling out all the stops to amp up cyber security.
Experts are being called to design robust IT ecosystems
equipped with advanced security solutions so that
company data remains protected even as business
continues as usual. Realtime monitoring tools along
with instant updates ensure you always stay a step
ahead of threats and breaches.
