People and technology are converging like never before, as the world is gripped by COVID – 19. Just a few months ago, nobody could have predicted or foreseen the way businesses are having to work today. As we were strategizing on corporate governance, digital transformation and the best of resiliency plans to ensure business continuity, no one ever anticipated the scale and enormity of COVID 19.
Today, it has become obvious that COVID 19 has brought about the convergence of technology and humanity and how it can change the way businesses work and function. While we as leaders have been thinking largely about business outcomes, this pandemic has triggered a more humane approach, and the approach is here to stay. The humane approach will be the differentiator and will prove the winner.
There is no doubt that this pandemic has brought an urgent need to accelerate our digital capabilities. With the focus on strong IT infrastructure and remote working, workforces were able to transition to working from home, meeting through video conferencing, and surprisingly, this has turned to increase the humane aspect of business relations – it has now become alright for both parties to be seeing children, spouses or pets in meeting backgrounds, and that in itself has broken down huge barriers and formalities. It is refreshing to see the emerging empathy that is getting stronger with every meeting, and increasing collaboration and communication. It is becoming increasingly clear that we have overlooked the important factor of how it is that people have been showing up to work. Suddenly it is now more visible that people have equally strong roles within the family – when we see parents having to home-school their children, or having other care obligations, we are viewing their personal lives and are able to empathize with them more. We are seeing the impact that business can have on people and their personal lives and this is a never like before opportunity for leaders to put our people first.
And with customers being the center of every business, the situation of not being able to do in-person meetings has now warranted newer ways to collaborate and further strengthen the customer-centricity initiatives even more. It has become evident that no matter how much we as leaders are thinking of automating operations, it is human connections that run businesses successfully. Lots of things have been unraveled – Important business imperatives like criticality of clean workspace compliance, the fact that offshoring thousands of miles away is not factually a compromise, but a very cost-effective and efficient way of getting things done. Productivity has also increased, and work done this far by, has a positive impact of at least 20% or even more in certain situations. As boundaries and barriers are broken, the rigidities of who should work on something and when they should work on it have all become less rigid. Employees are less regimental about time. Virtual crowd outsourcing has become the norm – you throw an idea at a bunch of people and whoever has the ability and the bandwidth to handle the task takes care of it, instead of a formal task assignment, and this highlights the fungibility of people.
All in all, the reset in the execution processes and introducing much more of a humane approach is here to stay and make the new norm even more exciting.
About the Author –
Balaji has over 25 years of experience in the IT industry, across multiple verticals. His enthusiasm, energy, and client focus is a rare gift, and he plays a key role in bringing new clients into GAVS. Balaji heads the Delivery department and passionately works on Customer delight. He says work is worship for him and enjoys watching cricket, listening to classical music, and visiting temples.