Leaders in industries from healthcare to casual dining are fast-tracking changes to the customer experience. Despite the different circumstances facing each company, some consistent themes emerged from these conversations: First, rather than putting their foot on the brakes, companies are going all-in with new ways of serving and staying relevant to their customers. Second, some are viewing COVID-19 as an opportunity to gain quick traction on longstanding internal challenges. And third, everyone is actively preparing for a very different future. In some areas, providers have had to find some very creative ways to deliver care. For instance, pediatric ophthalmologists, unable to see children for routine eye care, started emailing PDF eye charts to parents, along with instructions to print and hang the chart, measure the requisite distance, and have them test from home. Decision-making in large companies can be deliberate in the best of times, with leaders weighing the advantages of change against tried-and-true approaches. But the fallout from the pandemic, as difficult as it has been, offers the opportunity to set aside some of the hurdles and take chances.  Read More >>