There’s no denying the start of 2020 has been tough on business and society as a whole. I’ve watched my local coffee shop turn into a mask distributor, private car hire drivers join the food delivery industry, and fine dining restaurants pivot to takeaway menus.

These changes attest to the strength, creativity, and business resilience of organisations and employees across the globe.

As companies look towards business continuity and post-pandemic recovery, it is our job as business leaders to ensure our conversations are not based on when we "return to normal" but are about creating an understanding of what the "new normal" will look like for businesses. Here are some examples of how we can get there.


Cloud technology – it’s not even a question anymore

Businesses that have been able to continue operations with limited disruption either had cloud technology prior to the pandemic or were able to pivot quickly.

For example, UnionBank of the Philippines launched off-site "command and control centres" for its digital systems a few weeks before lockdown – allowing non-frontline staff to quickly work from home. As a result, UnionBank has been able to reach out to its customers across omni-channels using Service Cloud, as well as monitor customer sentiment through Social Studio. And with enhanced features on its app, customers can now open bank accounts right from home – a new and timely offering by UnionBank.


Digital initiatives are no longer “nice to have”

Low-priority digital initiatives are being revisited to address operational gaps that have been exposed due to disruption – such as the need for a new digital service channel.

From the current situation we’ve now learnt things change quickly, so streamlined automated processes and a 360-degree view of the customer are what is needed to empower employees to make fast and informed decisions.


Technology will help build upon customer trust and transparency

We know that 89% of customers say they’re more loyal to companies they trust, and right now, businesses that are honest, transparent, and respectful in all customer interactions are the ones boosting customer confidence.

Our new e-book Building Business Resilience During Unprecedented Times, delves into the importance of building trust to connect with customers – especially during disruption. For instance:

“As customer attitudes and expectations evolve with disruptive situations, maintaining trust will be just as important as establishing trust. Not just with a company’s product, but with its technology, data collection, people and response to the current climate.”

You'll aslo find information on how on cloud-powered technology solutions address potential business challenges arising from the current crisis, for example:

  • Technology solutions that support marketers innovate and get their messages and content in front of the right people at the right time.

  • Productivity tool suggestions to help service agents free their time to empathise with customers.

  • Tools and communication channels IT professionals need to equip employees to be comfortable and secure working from home and provide teams with the tools and data flows to meet and exceed customers’ constantly increasing expectations and build trust.

  • Salesforce customers Luxasia and Dreamscape Networks share how cloud-technology has helped bring them closer to their customers.

  • A self-assessment tool to help businesses prepare to operate in the new normal.


We’re all in this together

Whether you're in HR, customer service, IT, or marketing, ensure your customers and employees feel safe, respected, and understood during these times and beyond. We’re responsible for the future of our business; these learnings we’re undertaking around customer trust, transparency, and technology, if applied right, will see businesses thrive as we enter a new normal.

Download our Building Business Resilience During Unprecedented Times e-book to learn how to create powerful change in your business and thrive using cloud technology.