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Resilience In The Face Of Crisis

Four lessons learned from frontline technology

Over the past several months, the phrase “the new normal” has become little more than marketing jargon used to sell IT software and remote work solutions during the Covid-19 crisis. Truthfully, if 2020 has shown us anything, it’s that there’s no leader, analyst or visionary in any industry that can predict what comes next. Additionally, the definition of “business continuity” has dramatically broadened. What was once traditional disaster recovery planning—e.g., making sure data centers could survive a hurricane—now includes enabling remote workers, supporting a seamless user experience and bridging the gap between the virtual and physical world.

Today the idea of “continuity” oversimplifies the complex challenges that executives are facing. Rather than trying to get back to ‘normal’ or attempt “business as usual,” CEOs must focus on building resilience into every single aspect of their business. Resilience starts at the top of an organization and is fortified by a corporate culture that encourages and rewards creativity, problem solving, communication and flexibility. Leadership must help employees understand that there is no challenge so new or so great that it cannot be overcome.

I am honored to lead teams that support frontline technology across healthcare, public safety, education and enterprise communication—from 9-1-1 call routing to emergency-response technology that school districts rely on for real-time updates during crisis situations. For most frontline companies, resilience is naturally baked into the business model—there’s no choice but to face every crisis head-on, with confidence because the ramifications of failure are far too great.

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