PANEL: Striking the Optimal Balance Between Innovation and Core Business Values
Wednesday, March 31, 2021, 11:55 AM - 12:25 PM
Iain Fisher

The COVID-19 pandemic catalyzed innovation that retailers, healthcare practitioners and financial institutions alike weren’t planning to implement for another 3-5 years. Be it contactless payment methods, self-service mechanisms, virtual visits, etc, organizations were forced to implement technologies at a breakneck speed to ensure they remained front-of-mind with their established consumer base. With everyone’s attention on new capabilities, what happened to their core customer experience? 

Key Takeaways Include:

  • What suffered as a result of rapid digital transformation? 
  • What are the top values that were likely ignored in your rapid innovation rollout? 
  • How can I strike the optimal balance between delivering the experience I want without hindering certain operations? 
  • Does my organization have the agility to adapt this quickly and this frequently going forward? Will this rate of change become the norm?