Researchers at Gartner have shared three short-term actions for CIOs to ensure the growth and rebound of their businesses amid coronavirus (COVID-19) outbreak.
Chief Information Officers (CIOs) across the globe need to be more resilient. They have large-scale business plans to make sure their companies are able to bounce back in the current coronavirus pandemic. The COVID-19 outbreak has the potential not only to disrupt but also to close business operations. Research firm Gartner has outlined three short-term actions for CIOs to ensure continuous business operations and also support employees.
CIOs need to work out interim solutions to identify use case requirements like instant messaging for general communication, file-sharing or meeting solutions, and access to enterprise applications such as ERP and CRM. Along with managing staffing shortages, CIOs will need to team up with IT leaders to execute workforce planning to assess risks and work on staffing gaps. AI and other digital technologies must be explored to automate tasks like candidate screening and customer service.
Furthermore, Gartner suggests that businesses need to engage customers and partners via digital channels in order to maintain sales activities. Workplace collaboration, video conferencing tools, and live streaming solutions can serve various customer engagement and selling scenarios. Enterprises need to make sure that customers are able to access self-service via online, mobile, social, kiosk, and IVR channels. Leveraging digital channels, including online marketplaces and social platforms, can enable companies to compensate for some of the demand loss. Organizations can set up official accounts and integrate commerce capabilities to allow online selling.
It is essential to establish a single source of verified information channel for employees. CIOs need to ensure their employees and customers are provided with correct data that comes from verified sources. Misleading data pouring from random sources can not only make customers make ill-informed decisions but also escalate employee anxiety. Companies need to leverage data to support better decision making and communicate progress more efficiently to employees. They can also curate content that is taken from verified internal and external sources, as this will help them offer actionable guidance to employees. These sources include local governments, healthcare authorities, and international organizations, such as the World Health Organization (WHO). Gartner also recommends companies to set up a site, app, or hotline to share this information at regular intervals. Employees can use these platforms to inform and update companies about their health conditions and seek emergency support and care services.