Today’s priorities for tomorrow’s business
Remote working and collaboration between globally distributed people and increasingly intelligent machines have always been at the heart of Genpact’s operations, culture, and the thousands of processes we run. From these experiences, we’ve identified four priorities enterprises must focus on to adapt, rise, and thrive in a virtual world of work.
1. Offline becomes online: Customers who find it uncomfortable to shop in crowded places and employees who fear their offices need a new way to engage. Many have found that moving online is the answer.
To flourish within this world, companies must redesign customer experiences and the employee experience that underpins them. Businesses must give employees tools to deliver online services, so customers receive the digital interactions they want and need.
2. The move to partially virtual, distributed work: To perform effectively, employees will seek to redefine their working style and performance criteria. Depending on their role and personal preference, some will work from anywhere with flexible hours, some will follow office routines, and others may choose a blend of both. Their main tool will be collaboration technology, not just email or phone calls.
There’s an urgent need to revisit where work gets done and by whom (figure 1). In a more virtual world of work, there will be a higher proportion of people working from home (WFH) or working from anywhere (WFA) – fully or partially. Some people will use offices, including satellite sites or offices far from the rest of their team. Businesses should not be afraid to bring in partners with specialized remote management experience to help with this transition.