cars. Airlines are rapidly reinventing the passenger Use new data and artificial intelligence experience with contactless journeys focused on to improve business operations traveler health and safety to make customers feel Hundreds of operational decisions get made on comfortable flying again (Exhibit 3). daily, weekly, and monthly bases. Take an airline, for example, that must make many decisions: In the next 90 days. CEOs should ask their business Which routes should we operate? What crew size leaders to assess how the needs and behaviors of is optimal for each flight? How many meals should their most important customers have changed and we order? What staffing level is necessary in the benchmark their digital channels against those of contact center? their competition. This information should form the basis of a renewed digital agenda that should take Modern businesses have several forecasting no longer than 30 days to establish. and planning models to guide such operational decisions. Organizations will need to validate these Chief digital officers and chief information officers models. In the same way that many companies (CIOs) can then quickly stand up (or refocus) agile had to rebuild risk and financial models that failed teams to execute the most urgent priorities. A during the 2008 financial collapse, models will consumer-electronics company, for example, recently similarly need to be replaced because of the launched an agile war room to improve conversion massive economic and structural shifts caused by rates on its website traffic. That type of project can the pandemic. For example, models that use time- deliver meaningful results in weeks. Changes that series, oil-price, or unemployment data will need to require more fundamental work, like setting up a be rebuilt entirely. The data must be reevaluated new e-commerce channel, will typically take longer. as well. Continually measuring digital-channel performance during the 90 days will be critical so that companies As companies construct these models, analytics can quickly adapt as they learn more. Consider teams will likely need to bring together new data GES 2020 setting up a weekly forum for senior business sets and use enhanced modeling techniques to COVID Digital and technology leaders to process the learnings forecast demand and manage assets successfully. Exhibit 3 of 3 coming in and drive the full agenda at pace and in a One automotive-parts supplier, for example, coordinated fashion. developed a forecasting model that incorporated Exhibit 3 The travel industry is mapping out the customer journey to identify points of health risk and design a contactless experience. Illustrative customer journey with ideas for mitigating risks “Safe-o-meter” Visible Robot using Touch-free ully digital hotels to plan security-tray UV1 cleaning end-to-end medical serices options sanitization for transport journey lined to hotel 1 Ultraiolet 16 What now? Ten actions to emerge stronger in the next normal September 2020