It’s been a divisive year, to say the least…
Where did the time go? What did you do with it? Where do we go from here?
No one can quite agree on what might come next, how long ‘this’ will go on for, or what the future may look like. But there’s one thing we all can agree on – digital is where it’s at. We have been around for a long time and we’ve been paying attention. What have we learnt? Now is the time for you to step up and be brave. Reassess the goals of your business, and make sure you’re focussing on the customer, in everything you do.
Consumers are rapidly changing and keeping up with them is becoming more and more difficult. Service first, excellence, and a user-centred approach are the core components needed to navigate the challenges ahead. It isn’t about weathering the storm, but about achieving the operational agility that will let you accelerate through it.
Disaster breeds innovation.
When lockdown hit and we were faced with the sudden shortage of food (and toilet paper…), our client Brakes, one of the country’s leading food wholesalers, stepped up to support the people. Bringing together their best digital minds, and with the support of our teams here at KPS, they launched a D2C e-commerce site on SAP Commerce Cloud in just nine days, with all the ‘back end’ operations in place (click and collect, delivery options) bringing over 6,000 of their restaurant-quality products directly to consumers.
Sometimes small groups of devoted individuals (like at Brakes) spot an urgent need, re-evaluate priorities, and re-focus. At speed. This speed of decision making is a by-product of crisis, breaking with those pesky bureaucratic procedures in order to keep the pace needed for innovation.
But, once the imminent danger is gone, do you go back to the ‘old’ plan? The ‘old’ ways of working? We think not.
Empower your ‘deliverers of digital’ that live and breathe the values of innovation, and who focus relentlessly on improving customer experience. This goes a long way to discovering agile organically – and maintaining it. The end goal should always be to make the customer’s experience as enjoyable as possible. Shorten delivery times, encourage reviews and harness them, really pay attention and act on them. Agility requires a mindset where your team members fulfil a ‘part of the customer journey’, not a ‘departmental role’.
Why not create teams charged solely with generating innovations? A flexible approach such as this promotes operational agility, keeping the cadence of innovation high. Agile enterprises are always concerned with speed, not just during global pandemics.