Meaningful Decision-Making During a Prolonged Crisis

CIOs from some of Dallas’s largest organizations gathered this month to discuss the current state of business during the COVID-19 pandemic, and how they’re preparing their organizations for the future of work. As states slowly roll out various paths to re-opening businesses, the group had plenty to share about how they’re supporting employees through constant change, the opportunities that have emerged in this pandemic, and how their organizations are planning for a return to the office.

Ahead of this virtual town hall, Dallas CIOs took part in a survey about the business implications brought on by the pandemic, which revealed the following: 

39% are continuing standard business operations at a reduced level

34% expect to return to standard business operations in the next 6-12 months

60% predict a moderate or significant impact on their organization’s budget

64% expect a moderate or significant impact on their organization’s revenue

The conversation was led by Sumit Anand, Chief Strategy & Information Officer at At Home Group; Diane Schwarz, SVP and Chief Digital and Information Officer at Hunt; Manoj Kumbhat, Global CIO at Kimberly-Clark; and Carol Clements, CTO at Pizza Hut. Each panelist brought a unique perspective to the conversation and shared candid thoughts about what to expect in the next few months of work.

Bringing Your “Whole Self” to Work

As organizations enter the next phase of COVID-19 recovery, the emotional well-being of their staff remains top of mind for leaders. A few Dallas CIOs are offering extra mental-health days to employees in addition to encouraging happy hours, allowing for more flexibility during the day, and trying to make room for employees to express “their whole selves.”  

This theme wasn’t common in most company cultures before, but as teams shifted to remote work, new communication channels opened up for employees to share photos, recipes, sing-alongs and other resources. Meetings became less formal with kids, pets and the occasional Amazon delivery person popping into the frame. The response has been great — teams are reporting deeper connections than ever before, and the increased communication has made them feel grounded in the company’s larger plan for recovery.

Perfect is the Enemy of the Good

If there was one thing this panel agreed on, it was that their teams are capable and resilient in adapting to this new way of working. They encouraged the group to let their teams embrace the feelings of empowerment that have come with remote working. They’re challenging their teams to pursue their bold ideas, share opportunities for growth, and become leaders in their own right.

Empowering employees has not only identified unexpected leaders, it has also led to unprecedented urgency. Teams are delivering new products and services in days that used to take months. A few corners may be cut here and there, but at the same time they’re recognizing areas in which the process was too heavy, indecision cost time, or it wasn’t as collaborative as it needed to be. There are new behaviors emerging every day that can be harnessed going forward. 

Return to the Office is a Moving Target

When we will return to work is an urgent question, but it remains an open one. Panelists are targeting initial phases of some returns as early as June 1, but this must be flexible. Organizations are not seeing drop-offs in productivity, so they are embracing a “phased” approach to a gradual and safe return. 

For most organizations, that means continuing to work remotely where they can and only bringing in those people who are absolutely crucial to reopening. Organizations are looking at density management, temperature checks, enhanced cleaning protocols and instituting new policies on shared spaces. A few mentioned they are also looking at moving toward open seating rather than assigned seats. Across the board, employee wishes are being taken into account. Many are making the first wave of returning voluntary, and some are evaluating which roles can remain remote permanently. 

More Agile Than Ever

New-found agility is accelerating digital business priorities and technology adoption. A poll of the CIOs in attendance revealed that they all expect this trend to continue post-COVID-19. Digital processes are being implemented quickly and seamlessly, and CIOs are not just empowering this new way of work, but also driving the business to think more nimbly.

People aren’t waiting for executives to act on things anymore; they’re just executing.

Removing irritants from standard processes isn’t the only opportunity emerging from this crisis -- risk posture has also changed. CIOs are finding the business is more willing to experiment with new initiatives that will enhance agility and efficiency, ultimately bringing them closer to the customer. Leaders are seeing increased focus on AI, machine learning, analytics and robotics. They’re gathering new customer insights and delivering services in ways that were not considered before, truly making the best out of a universally challenging time.

by CIOs, for CIOs

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