According to a new study, COVID-19 has already had a dramatic impact on both consumer and employee experience, as well as the digital workplace. COVID-19 and Why It’s Driving the Need to Pivot: A Snapshot Research Report, which was conducted by leading global experience company Rightpoint, a Genpact company, takes a deep dive on the current state of innovation in the midst of the pandemic and how organizations are pivoting to move forward into the new normal.
The study tested 275 executives and 500 U.S. consumers between May 26-30, 2020 to understand their behavior changes, motivations and expectations for future interactions. Upon surveying, an immediate gap appeared between the perceived importance of connectivity and tools–to facilitate work and provide a sense of community–for remote working and the companies who have actually implemented a strategy to provide these.
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Key findings from the report include:
● 96% of employers believe they are doing at least moderately well initiating changes to support employees through this time, however;
○ Employees have seen a 40% average increase of the U.S. workday since the beginning of stay-at-home orders.
○ 62% of employees reported they are suffering from burnout.
○ There was a decrease in productivity reported by 49% of executives.
○ C-Suite and VP-level respondents feel more positive about their company’s response to COVID-19.
● Nearly 40% of businesses either do not have or have not implemented a digital workplace strategy.
● COVID-19 work-related stress is impacting younger generations more than older generations.
More than 65% of millennials (25-34, 35-44) reported feeling stressed, and that figure jumped to almost 90% for Gen Z (18-24). The pandemic has put urgency in the demand that organizations successfully pivot to experiences, products and services that deliver on the changing expectations of consumers and employees. Digital innovation has emerged as a top priority with more than 75% of respondents planning to prioritize digital innovation in key areas like augmented and virtual reality following the crisis. 42% of executives also plan to increase spending on this initiative, and it saw the single largest improvement in priority among initiatives. Nearly 50% of organizations have either already opened previously on-site job opportunities to remote workers or plan to do so soon. Finally, 30% of employees expect to continue working from home full-time following the crisis and 62% of those who expressed feeling stressed are more interested in continuing to work from home in the future.
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