Employee Experience

The Challenge of Wrapping up 2020

The Challenge of Wrapping up 2020

How do you wrap up a year like 2020 and reinvigorate employees to be at their best in 2021? It’s a real challenge companies are facing as we move into the New Year. With COVID-19 still surging, millions still unemployed, and the economy still in disarray, it doesn’t seem like the year will be quite over on December 31. Yet the New Year is a time to say goodbye to the past and start over fresh, and it’s an important opportunity to think about how the lessons of 2020 can help improve how we engage employees and customers.

Light at the End of the Tunnel

Thankfully the first doses of the two major vaccines began arriving in US states this week and are being initially distributed to frontline health workers. Here at the end of this frustrating year we can finally see some light at the end of the tunnel. However, experts caution that we still may be in the tunnel for a stretch, since even with vaccines it will take some time to get the virus under control. That said, organizations are clamoring to make sense of 2020 and move forward with a clear engagement strategy.

3 Big Ways Companies are Realigning for 2021

The pandemic unfortunately caught many of us unaware back in March, but organizations are realigning in big ways to make sure they don’t get fooled again in 2021. Here are three big shifts that are shaping the conversation around the employee and customer experience:

Rethinking the Customer Experience –2020 has shown that customer service means more than solving run-of-the-mill inconveniences. Companies are taking an active role in supporting customers through financial hardships and untenable situations brought on by the pandemic and are investing in creating a positive customer experience more than ever before.

Making Remote Work Normal – After 2020, can you believe there was a time when companies were skeptical of remote work? With the number of employees working from home booming since the pandemic began, it is officially here to stay. Recruiting top talent in 2021 will rely on how safe and flexible workspaces can be, and whether they are hip to the latest remote work trends.

Putting Empathy First – Perhaps the biggest change for organizations in 2021 is more focus on empathy. Frankly people shouldn’t have to be reminded of empathy or cajoled into showing more of it, but to be extra careful many companies are making sure the message is in the air for 2021. There were far too many examples of unempathetic behavior throughout 2020, and it’s safe to say nobody who works for a living is feeling up for a repeat.

Wrapping up 2020

2020 forced us to reconsider how we do pretty much everything, and these three strategies are only the tip of the iceberg when it comes to what changes may be in store for organizations in 2021. But they are solid starting lines for building a much-needed new vision of the what work means to all of us going forward. Even though we’re not completely out of the woods yet, we can at the very least put this tumultuous year behind us and look forward to a new chance to be better, and maybe that’s all that’s needed to wrap up 2020.


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