COVID-19 Lesson: Digital Transformation Is an Essential Service

The COVID-19 crisis has hammered home the importance for organizations to become more digital. And I suspect that most organizations are thinking that just means being able to support remote customer engagements and business operations. Organizations that are thriving during COVID-19 are those that have gone beyond just "digitalizing" their engagements and operations, but are actively leveraging granular customer, product and operational data to build analytic profiles (digital twins) around which they can optimize key business processes and uncover new revenue opportunities. For example, OpenTable is helping their customers avoid long lines at grocery stores. OpenTable provides a free restaurant reservations app for diners.