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The last crisis was a financial crisis at its root this is a health care crisis.

, there’s a lot more faith, a grand pronouncement.Īnother principle is about helping our customers. Decisions being driven by data and then transparently, over and over again, so our people understand how they are made. Our employees…everyone has been fearful of the return: “Would it drive off a date? Would I go back?” In practice, it’s much more about, When is it safe to go back? And what data are we going to use so people know that it is safe to return? Things like public transport, community spread, health care services being back online. You have to use data to drive decisions that’s even more important for the return. First, you have to make decisions at crisis speed, and you have to go into more of a command and control approach. Our head of crisis management was in charge of the 9/11 response for New York City, so he is used to how to do this and our medical team as well. What management lessons or principles are you drawing on as you face this unprecedented crisis? What, if any, road map are you following? Those are some of the areas where we have to make sure organizations don’t lose their soul and lose the connection and warmth human beings. If you join an institution and you have more of a remote experience, how do you assimilate into that culture how do you feel that sense of belonging? There really is something missing from just the interactions you have when you see someone at work. The areas we’ll have to put thought into are going to be the cultural side of things. I think we’ll see a lot less travel to client meetings clients not wanting it and everyone being much more comfortable in a virtual environment. We’ve been putting a lot of work into how you make the Zoom experience better than the meeting experience: how you use Rooms-you can break people up, you can bring people in, and you can use experts much more productively than when they had to travel. But when it comes to paying bills, sending money around…all the service things will get supercharged to digital that’s one big change.Īnother is the way we interact with clients. When you want advice, you want to talk to a human being, and thank goodness. Fraser: You’ve certainly got to pivot to digital the use of channels will change a lot.