A comprehensive data analysis of Now Platform users during COVID-19 shows that organizations that are more digitally mature are also more resilient in times of crisis.
Facing a COVID-induced surge in unexpected HR, IT, and customer service workloads, organizations that have digitized and integrated more of their workflows outperformed digital laggards in several operational areas. Leaders managed larger case volumes, improved service quality, and shortened resolution times compared to industry peers still in the early stages of digital transformation, the analysis shows.
And, the most digitized organizations also report higher revenue growth and smaller operating margins.
[Read also: Digital leaders outperform in the COVID-19 era]
How did your organization perform relative to peers as the pandemic struck—and how can you remain competitive? Answer these five questions to find out if you’re a digital leader in the midst of stress, and what it takes to become one.