Reactive to Proactive: Better Digital Strategy in 2021

Download The 2021 Digital Strategy Guide

At the beginning of 2020, Avionos strategy practice lead Mousumi Behari outlined key strategies to increase customer engagement and sales. She focused on failing fast and failing forward, emphasizing the need to adapt and pivot to customer needs. It was a prescient recommendation; when COVID-19 hit, businesses needed to be more agile than ever, implementing new processes and technology in weeks instead of years.

Predictably, moving fast brought to light roadblocks for many companies. Technological debt and multiple instances of platforms made it difficult to create a single repository for clean data to inform actionable paths forward. Customization to tech platforms made much-needed tech upgrades difficult and costly. And without policies and processes in place to support a long-term digital shift, data capture, cleanliness, and analysis became increasingly difficult. While stopgap measures worked in the beginning, it’s become obvious that businesses need to focus on long-lasting digital solutions that will support customer expectations long after COVID-19.