The impact of the recent pandemic has made organisations rethink how they operate. Developments in the market - most notably the uncertainty driven by COVID - and the increase in remote working, have prompted many to re-examine their operating models.
Growth in digitalisation and changes in customer behaviour are also forcing them to adapt to a new landscape, where there is a higher usage of self-service and a reduction in less efficient channels and transactions.
Increased scrutiny on operational resilience is being mandated to enhance the stability and robustness of important business services.
These challenging conditions have emphasised the focus on efficiency and costs. The outlook remains uncertain, but confidence is growing.
How will this impact you?
The effects will vary from business to business, but we expect the following to impact everyone to some degree:
- People: Many organisations are using the lessons learned from remote working as a catalyst to drive further modernisation, simplification and collaboration. Talent strategy is now focused on priority requirements without geographical boundaries.
- Process & technology: There’s an increased demand for automation - to accelerate change and reduce governance, to put a greater focus on embedding customer experience measurement, to control third parties more effectively, and to simplify IT infrastructure through greater flexibility of solutions (e.g. cloud).
- Locations: Lots of businesses are reassessing their use of premises, to ensure the location footprint and property management aligns with their strategic ambitions and plans.
And universally, across all areas of the operating model, companies will be spotting further efficiency opportunities and delivering on them.