Our lifestyle is like a big system deployment. The Covid-19 pandemic has created another rollback to Phase 1.5 (aka Phase 2 Heightened Alert) in Singapore. It is time we get used to the roller coasters effect from the pandemic. What can these effects teach us?
Industry Channel Calibration
Single channel industry needs to undergo massive flexi calibration to multichannel. A major shift will be high touch industry. These roles will need to toggle between face to face services to digital services. It is no surprise that our feedbacks and emails suddenly get answered with slower responses due to overwhelming surge in online services. This lead to very poor satisfaction with online customer service. On the other hand, physical stores have to layoff staffs because there are no customers to serve.
Digitalisation Gap
The digitalisation effects create a huge gap in consumers due to the toggle measures of the pandemic. These gaps include IT savviness, vaccinated vs non vaccinated or even capabilities to provide digital presence. Sadly, those that fall behind will soon be forgotten as we get used to the pandemic effects or the new normal. It lends an important lesson to incumbent industries that pandemic can be a nasty disruptor for some or opportunities for others.
The roller coasters measures of pandemic will be anticipated. Meanwhile, the casualties will be tough to handle and damages be done. We can only calibrate our mindset forward to avoid the bottom end of the digitalisation chasm that comes with it.
Danny Kwok 