The digital agenda for recovery Refocus digital efforts toward For many companies, customers have already changing customer expectations migrated to digital. Employees are already working Many companies are accelerating their shifts toward fully remotely and are agile to some degree. digital-first models—at warp speed. One European Companies have already launched analytics variety-store chain, for example, established a fully and artificial-intelligence (AI) initiatives in their functioning e-commerce business in just three operations. IT teams have already delivered months. The online business was interconnected at a pace they never have before. But for most across all functions (warehousing, merchandising, companies, the changes to date represent only the marketing, customer support, et cetera) and first phase of the changes that will be necessary. improved basket size over physical stores by three times as well as delivering nearly 3 percent like-for- We have laid out an agenda that focuses on like revenue growth in its main market. four efforts: refocusing and accelerating digital investments in response to evolving customer But it’s not just about digitizing. Companies must needs, using new data and AI to improve business also reimagine customer journeys to reduce friction, operations, selectively modernizing technology accelerate the shift to digital channels, and provide capabilities to boost development velocity, and for new safety requirements. For example, an increasing organizational agility to deliver more automobile manufacturer now handles functions quickly. For each one, we outline a practical 90-day GES 2020 traditionally performed by dealers, such as trade- plan to make it happen (Exhibit 2). ins, financing, servicing, and home delivery of COVID Digital Exhibit 2 of 3 Exhibit 2 A plan for the first 90 days has four efforts to launch immediately. Refocus digital efforts Use new data Selectiely ncrease 1 toward changing and A to improe modernie technology organiational customer expectations usiness operations capailities drumeat Sprint 1: Align organization to Assess performance of Create rightsizing plan Assess where days 129 new digital priorities critical decision-support for shifting to variable organizational velocity is models cost structure and begin needed and where assessing cyberrisks remote-work models could drive productivity Sprint 2: Bring digital channels ecalibrate andor et up cloud-based data eploy new models days  9 to parity or better vs rebuild models platform and automate leveraging agile and competition software-delivery pipeline remote Sprint : aunch new digital evelop net-generation Begin strengthening ­pskill organization days ­9 offerings or channels data sets and models for technology talent bench for accelerated digital optimal performance world 1 Artificial intelligence. The COVID-19 recovery will be digital: A plan for the first 90 days 15