COVID-19 means insurers should pick up the pace on improving experiences
In an industry driven and sustained by trust, the pandemic has brought both challenges and opportunities for customer and employee experience.
s+b Blogs
Redefining employee experience: How to create a “new normal”
As workplaces, customer behaviors, and economic conditions continue to change in response to COVID-19, companies should focus on three key actions.
Four questions for a rapid leadership reset
Current conditions favor clear-eyed leaders who are open to change.
What COVID-19 is revealing about your customers and employees
Don’t let what you’re learning go to waste — capture it for post-crisis strategy and growth.
A dramatic example of adopting best practices
George Bernard Shaw’s 1905 play Major Barbara, the best stage drama written about business, has lessons that resonate with today’s audiences.
Three capabilities will help retailers “win the trip” through and beyond the COVID-19 crisis
Whether shoppers are in the store, at the curb, or at home, retailers can capitalize on the new realities of consumption.
Why now is the perfect time for a corporate book club
As COVID-19 continues to isolate people, companies can build employee engagement and community spirit through a shared reading experience.
Technology for a no-touch world
COVID-19 has revealed ways in which existing technologies might be applied to help us avoid germs and contain future outbreaks of disease.
Embracing the impersonal approach to customer service
Businesses should consider the pros and cons of adopting digital customer service systems.
Leaders are building new muscles to deal with the pandemic
Getting better at prioritizing, innovating, and leading with humanity.
To lead in a changed world, make yourself essential
Companies that invest in digital capabilities and act on necessities will thrive in a challenging environment.
Responsible AI is even more essential during a crisis
Rolling out innovative technologies carefully and strategically can build trust.
Why managing uncertainty is a key leadership skill
The ability to cope with ambiguity is at a particular premium.
Sports, health, and cash flow: A delicate balance ahead
How teams and leagues are finding ways to respond to the challenges of COVID-19.
What PwC is doing to stand up against racism
Leaders of companies must act, using their privilege, platforms, and resources to help solve the most entrenched problems plaguing society.
Redefining B2B experience: COVID-19 catalyzes big changes
The pandemic is forcing companies to focus on experiences their clients expect, while mobilizing them to accelerate product and service innovation.
For retailers, trust is key to accelerating out of COVID-19
Companies will have to understand consumers in the context of the crisis and optimize experiences to earn their confidence.
The general wisdom of Ulysses S. Grant
A serial failure up until the Civil War, Grant had a talent for leadership that secured the Union. His strategy and style still offer valuable lessons for today’s executives.
COVID-19, the flexibility stigma, and gender equality
The coronavirus pandemic could have a profound effect on gender equality at work and at home — if businesses learn the right lesson.
The downside of resilient leadership
Self-sufficiency is a prized trait among executives, especially during times of crisis such as the COVID-19 pandemic. But it has drawbacks, too.
Companies will have to get creative to advance sustainability amid crisis
As COVID-19 plunges the world into recession, consumers will be more sensitive to price.
Can you handle the truth?
Three ways for leaders to stop missing essential information from across their organization.
As India advances, women’s workforce participation plummets
Many Indian women have stopped working, even though India’s GDP has grown. As COVID-19 brings the economy to a halt, India must critically examine its policies through a gender lens.
Want your employees to behave on social media? Spell out the rules
Many employees are unaware of their firm’s policy on personal social media use, which creates perceptions of unfairness when they cross the line.
To build agility, engage your organization one team at a time
Help your employees respond to COVID-19 and future crises by focusing on the established groups at the core of your business.
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