Save-to-thrive Enterprise transformation and performance improvement strategies during the COVID-19 pandemic - Deloitte

 
CONTINUE READING
Save-to-thrive Enterprise transformation and performance improvement strategies during the COVID-19 pandemic - Deloitte
Save-to-thrive
Enterprise transformation and
performance improvement strategies
during the COVID-19 pandemic

August 2020
Save-to-thrive Enterprise transformation and performance improvement strategies during the COVID-19 pandemic - Deloitte
Save-to-Thrive | Enterprise transformation and performance improvement strategies during the COVID-19 pandemic

Contents

Executive summary
4

About the survey
9

Key global insights
17

Coping with COVID-19:
Respond-Recover-Thrive
23

The “Next Normal”—
New business conditions
after COVID-19
29

Industry sector analysis
35

Save-to-Thrive
39

Conclusion
42

Appendix
47
Save-to-thrive Enterprise transformation and performance improvement strategies during the COVID-19 pandemic - Deloitte
Save-to-Thrive | Enterprise transformation and performance improvement strategies during the COVID-19 pandemic

Foreword
The COVID-19 pandemic is reshaping the global business landscape and fundamentally changing
how people around the world live and work. To better understand the short- and long-term impacts
of the crisis—and what companies around the world are doing about it—we recently conducted a
special mid-cycle version of our regular biennial survey of global cost management practices and
transformation trends.

Actions that companies are taking right now to address COVID-19                       do business). Now, in response to COVID-19, we are seeing that
can have a major impact on their long-term competitiveness and                        transformation mindset evolve into “Save-to-Thrive,” with the
performance. As such, it is crucial for decision-makers to understand                 crisis shining extra light on the talent lever and accelerating key
how the crisis is unfolding from a business perspective, and what the                 transformation actions such as automation and remote work that
future is likely to hold.                                                             can help companies thrive once the virus is contained and the next
                                                                                      normal emerges.
The results of this mid-cycle survey include responses from
1,089 executives with direct involvement in their companies’ cost                     In contrast to the downturn that began in 2008, which was structural
management and enterprise transformation efforts, and represent a                     in nature, the current crisis was triggered by external factors and is
broad range of industries and global geographies—with particularly                    demand-driven. As such, although two-thirds of our respondents
strong representation from countries that have been highly impacted                   expect at least one more wave of COVID-19 relapses to occur,
by COVID-19.                                                                          companies around the world are generally optimistic about the
                                                                                      future and intend to bounce back as quickly as possible, adopting
In this report, we discuss the key survey findings using a three-stage                a Save-to-Thrive mindset that can help them make strategic shifts
framework (Respond-Recover-Thrive) to analyze companies’ actions                      to their operating models, products and services, and customer
and expectations as they cope with the pandemic and position                          engagement capabilities.
themselves for the post-crisis world (the “next normal”).
                                                                                      We hope you find the insights in this special report useful, and look
Our 2019 global survey1, which was conducted prior to COVID-19,                       forward to hearing your thoughts and feedback.
found the prevailing mindset for strategic cost management was
“Save-to-Transform” (using the strategic levers of cost, growth, talent,
technology and digital enablement to transform how companies

                                                                                      Omar Aguilar                                 Sam Balaji
                                                                                      Strategic Cost Transformation                Global Consulting Leader
                                                                                      Global Market Offering Leader                Deloitte Touche Tohmatsu Limited
                                                                                      Deloitte Consulting LLP

1. “Save-to-Transform as a catalyst for embracing digital disruption: Deloitte’s second biennial global cost survey,” Deloitte, 2019

                                                                                                                                                                            3
Save-to-thrive Enterprise transformation and performance improvement strategies during the COVID-19 pandemic - Deloitte
Save-to-Thrive | Enterprise transformation and performance improvement strategies during the COVID-19 pandemic

Executive summary

Expectations for                    COVID-19 is boosting                 Cost structure is                       COVID-19 financial       The crisis is driving
positive revenue                    the focus on cost                    considered the top                      impacts are demand-      more companies to
growth have declined                reduction. Relative to               internal challenge.                     driven. The top          pursue aggressive
significantly due to                pre-COVID-19 levels,                 Inability to adjust cost                external challenges      cost reduction
COVID-19. Compared                  the likelihood of                    structure to meet                       reported globally are:   targets. Globally,
to pre-COVID-19                     undertaking cost                     demand is the top                       drop in consumer         the percentage of
expectations, the                   reduction initiatives                internal challenge globally             demand (74%); shift      respondents pursuing
percentage of                       increased globally                   and in all regions. Inability           in consumer behavior     cost reduction targets
respondents globally                by 74% (28 percentage                to meet employee                        (67%); cyber security    greater than 10%
expecting positive                  points). Two of three                safeguards, and inability               vulnerabilities (65%),   increased by 61%
revenue growth is                   companies globally                   to satisfy increased                    and supply chain         (25 percentage points)
down 40 points.                     (66%) now expect to                  demand round out the                    challenges (65%).        compared to pre-
                                    pursue cost reduction                top three.                                                       COVID-19 levels. Two
                                    over the next 12                                                                                      of three companies
                                    months, up from just                 Inability to rapidly                                             globally (66%) now
                                    38% reported before                  address cost structure                                           have cost reduction
                                    COVID-19.                            to meet demand: 78%                                              targets that exceed
                                                                                                                                          10%. Regionally, the
                                                                         Inability to meet
                                                                                                                                          percentage of companies
                                                                         higher measures
                                                                                                                                          with those aggressive
                                                                         related to employee
                                                                                                                                          targets is highest in
                                                                         safeguards: 74%
                                                                                                                                          LATAM (83%) and lowest
                                                                         Inability to satisfy                                             in the US (59%).
                                                                         increased demand
                                                                         or increased sales
                                                                         opportunities: 71%

                                                                         Lack of liquidity
                                                                         or credit to ensure
                                                                         business continuity:
                                                                         69%

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Save-to-thrive Enterprise transformation and performance improvement strategies during the COVID-19 pandemic - Deloitte
Save-to-Thrive | Enterprise transformation and performance improvement strategies during the COVID-19 pandemic

                  Coping with COVID-19:
                  Respond-Recover-Thrive

Required actions to address the COVID-19 crisis can be divided into three major stages: respond, recover and thrive. These three stages are
interspersed with two additional interim stages (“respond to recover” and “recover to thrive”, and culminate in a long-term operating environment we
call the “next normal.”

The global focus for          Revenue growth                  Automation is the                    Working through all
the COVID-19 crisis is        expectations are very           top transformation                   stages is expected
shifting from respond         positive in the thrive          action arising from the              to require about a year
to recover. Most              stage. Expectations for         COVID-19 crisis. Globally            and a half. Although the
companies globally have       revenue growth, although        and across all regions,              expected durations for
effectively responded         down from pre-COVID-19          roughly two of three                 each stage vary widely
to the immediate crisis       levels, remain somewhat         companies expect to                  by region, on average
and are now starting to       positive in the respond         pursue automation                    respondents globally
focus on recovery. The        stage (55%) and recover         in all three stages of               expect the respond
majority of companies         stage (58%). In the             Respond-Recover-Thrive.              stage to last about
surveyed (59%) now            thrive stage, the vast                                               three months, the
see themselves in the         majority of companies                                                recover stage about six
“respond to recover” or       globally (74%) and in all                                            months, and the thrive
“recover” stages.             regions have a positive                                              stage about 10 months.
                              revenue outlook.

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Save-to-thrive Enterprise transformation and performance improvement strategies during the COVID-19 pandemic - Deloitte
Save-to-Thrive | Enterprise transformation and performance improvement strategies during the COVID-19 pandemic

                      The “Next Normal”—
                      New business conditions after COVID-19
When mapping out strategies to respond, recover, and thrive, it helps to have informed insights about the future business environment. In the wake
of the 2008 financial crisis, many people called the resulting business environment the “new normal.” However, every new normal eventually gets
replaced by a new new normal, so in our view it makes sense to call the post-COVID business environment the next normal.

Revenue sources will                IT infrastructure,                   Top product strategies                  Next normal customer        Cybersecurity and
be fundamentally                    remote work and                      for the next normal                     engagement strategies       cloud will be the key
different in the next               digital channels are                 focus on innovation,                    will be driven by digital   technologies.
normal.                             expected to be the                   health and safety                       channels and flexible       According to the survey,
Due to practices such               top operating model                  measures, and                           customer experiences.       the most relevant
social distancing and               priorities. In a post-               customization.                          Globally, the most          technologies in the
shelter-in-place that               crisis, increasingly digital         Globally, the top product               popular strategies for      next normal will be
restrict access to the              world, IT infrastructure             strategies to compete                   customer engagement         cybersecurity solutions
physical world, the                 and digital channels will            in the next normal are:                 will be: shift most         (80%) and cloud
COVID-19 crisis has                 be key. Also, remote                 adjust, redesign                        transactions to digital     computing (80%).
greatly accelerated                 work will likely remain              or innovate your                        channels (75%), and
the shift from physical             popular now that the                 product/service                         increase flexibility
to digital channels. It             COVID crisis has proven              offering to expand                      before and after the
has also revealed the               its viability. Globally, the         to adjacent and/or                      sale (73%).
limitations and risks of            top operating model                  new markets (74%);
globalization and global            priorities during the next           leverage new health
supply chains, leading              normal are expected                  and safety measures
many companies to                   to be: enhance IT                    by redesigning your
re-prioritize domestic              infrastructure (78%);                current product/
operations over                     enable remote work                   service offering
international operations.           (76%); and enable pre-               (73%); and customize
Meanwhile, COVID-                   sale, sale, and post-                products or services
driven changes to how               sale activities through              to meet new customer
people live and work are            digital channels (72%).              and/or government
boosting demand for                                                      requirements (73%).
new kinds of products
and services. According
to the survey results,
the fastest growing
revenue sources in
the future will be:
digital channels (vs.
physical channels); new
products and services
(vs. existing pre-
COVID offerings); and
domestic operations
(vs. international
operations).

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Save-to-thrive Enterprise transformation and performance improvement strategies during the COVID-19 pandemic - Deloitte
Save-to-Thrive | Enterprise transformation and performance improvement strategies during the COVID-19 pandemic

                 Industry sector analysis

Expected growth             Different sectors               Revenue outlooks                     the most negative
impacts over the            are at different                vary significantly by                revenue outlooks, while
next 12 months vary         stages of progress.             industry. Although                   Medical Technology and
by sector. Revenue          In addressing the               the future revenue                   Pharmaceuticals have the
expectations over the       challenges of COVID-19,         outlook remains                      most positive outlooks.
next 12 months vary         the average rate of             generally positive for               In the thrive stage,
widely by sector, with      progress in all sectors         all sectors—especially               Hospitality, Chemicals
the COVID-19 crisis         falls somewhere                 in the thrive stage—                 & Specialty Materials,
impacting sectors           between the respond             expectations vary                    and Hardware &
both negatively and         and recover stages.             significantly by sector.             Semiconductors have the
positively. On the          The median progress             In the respond stage,                most negative outlooks,
negative side of the        in sectors such as              Transportation and                   while Medical Technology
spectrum, a relatively      Hospitality, Capital            Consumer Products                    and Telecom have the
high percentage of sector   Markets, and Medical            have the most negative               most positive outlooks.
respondents expect          Technology is skewed            revenue outlooks, while
revenue to decline in       towards the respond             Medical Technology
Transportation (61%) and    stage, while sectors            and Pharmaceuticals
Hospitality (60%). On the   such as Insurance               have the most positive
positive side, revenue      (both General and Life/         outlooks. In the recover
growth is expected in       Annuity), Consumer              stage, Transportation and
Medical Technology          Products, and Banking           Hospitality have
(63%), Telecom (58%),       are generally further
Pharmaceuticals (58%),      along, with progress
and Software & IT           skewed toward the
Services (57%).             recover stage.

                 Save-to-Thrive

Save-to-Transform           companies bounce back           Most companies                       Decisions that                      remote work that
is becoming Save-to-        from the COVID-19 crisis        expect a second                      companies make                      align with the new
Thrive. The strategic       and position themselves         wave of COVID-19.                    today to cope with                  realities of a post-crisis
priorities associated       to thrive in the next           The majority of                      the COVID-19 crisis                 business environment—
with the COVID-19           normal, many expect             respondents (67%)                    can help or hinder                  companies can
thrive stage are very       to continue focusing on         expect a COVID-19                    their positioning                   leverage their cost
consistent with the         those same levers—but           relapse, with an                     for the future. By                  savings and
Save-to-Transform           with an increased and           estimated timeframe                  using cost reduction                improvement efforts
trend we identified         accelerated emphasis on         of early 2021. Those                 and performance                     to not only transform
in 2019, which uses         technology and digital          that follow strategies               improvement strategically           how they operate, but
the strategic levers of     enablement, along with          consistent with Save-to-             to transform the                    to position themselves
cost, growth, talent,       a renewed emphasis on           Thrive will likely be the            enterprise and improve              to thrive in the next
technology and digital      growth and talent. We           ones best positioned                 competitiveness—which               normal.
enablement to transform     call this evolved mindset       to weather potential                 includes investing in
how companies do            “Save-to-Thrive.”               challenges resulting                 key capabilities such
business. And as                                            from a second wave.                  as automation and

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Save-to-thrive Enterprise transformation and performance improvement strategies during the COVID-19 pandemic - Deloitte
Save-to-Thrive | Enterprise transformation and performance improvement strategies during the COVID-19 pandemic

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Save-to-thrive Enterprise transformation and performance improvement strategies during the COVID-19 pandemic - Deloitte
Save-to-Thrive | Enterprise transformation and performance improvement strategies during the COVID-19 pandemic

About the survey

                                                                                                                       9
Save-to-thrive Enterprise transformation and performance improvement strategies during the COVID-19 pandemic - Deloitte
Save-to-Thrive | Enterprise transformation and performance improvement strategies during the COVID-19 pandemic

About the survey
Deloitte Consulting LLP (Deloitte or Deloitte Consulting) engaged Dynata to
conduct a global survey of COVID-19’s impact on organizations—from both a
transformation and performance improvement perspective—to better
understand the changes taking place in current and future actions across
regions and industries.
Study objectives

Conduct a mid-cycle version of
                                                             Understand the impact of                                Compare business
our biennial global cost survey,
                                                             COVID-19 on different industry                          expectations before the
focusing on the impact of COVID-19
                                                             sectors and regions                                     COVID-19 pandemic and now

Characterize organizations                                   Identify trends on future
based on three stages of activity:                           operating models, product/
Respond, Recover and Thrive                                  service offerings and
                                                             consumer engagement in a
                                                             post-COVID-19 world that we
                                                             call the “next normal.

Methodology
Data was collected through detailed online surveys conducted between late June and mid-July 2020.
Analyses were conducted by Deloitte.

  January       February         March           April          May            June            July         August   September   October   November   December

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Save-to-Thrive | Enterprise transformation and performance improvement strategies during the COVID-19 pandemic

Firmographics

The survey included responses from 1,089 executives directly involved in
transformation efforts in their organizations. Respondents were from four
major regions.
Figure 1. Geographic distribution of survey respondents

                                                             Europe                                                APAC
                                                             394 responses                                         268 responses
                                                             UK (124)                                              China–Mainland (78)
                    US                                       Germany (79)                                          China–Hong Kong SAR (44)
                    308 responses                            Spain (70)                                            Japan (48)
                                                             Italy (70)                                            Australia (44)
                                                             France (51)                                           India (44)
                                                                                                                   New Zealand (10)

                                         LATAM
                                         119 responses
                                         Brazil (72)
                                         Mexico (47)

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Save-to-Thrive | Enterprise transformation and performance improvement strategies during the COVID-19 pandemic

Surveyed countries are highly representative of their regions and the overall global economy,
in addition to representing geographies highly impacted by COVID-19

The countries included in the survey represent 70% of the world’s economy as measured by Gross
Domestic Product (GDP)*. Outside of the United States, respondents represent 54% to 88% of their
regional economies as measured by GDP (see Figure 2).

Figure 2. Representation of the regional and global economy

                     Survey sample coverage1                                                                Survey sample coverage2
              (% of respondents’ economic distribution                                (% of respondents’ economic distribution according to 2019 regional GDP)
                    according to 2019 global GDP)

                                                                                                                                                       12%

                                                                                                                 35%
                30%
                                                                                                                                   46%

                         Survey respondents
                        represent 70% of the
                          world’s economy

                                                                                          100%
                                                    70%
                                                                                                                                                       88%

                                                                                                                 65%
                                                                                                                                   54%

                                                                                            US                   Europe          LATAM                APAC

                                                                                  Europe: UK, Germany, Spain, Italy, France
                                                                                  LATAM: Brazil, Mexico
                                                                                  APAC: China–Mainland, Japan, Australia, India, China–Hong Kong SAR, New Zealand

                                                          GDP of countries surveyed            GDP of countries not surveyed

                                                                       Source: The World Bank – GDP 2019

*Source: The World Bank – GDP 2019

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Save-to-Thrive | Enterprise transformation and performance improvement strategies during the COVID-19 pandemic

The vast majority of respondents are senior executives, most with direct involvement in
COVID-19 activities

Only relevant executive positions with responsibility for transformation decisions were surveyed:
25% of responses were from presidents or CEOs; almost 60% were from C-Suite executives; 65% of
respondents are directly involved in a COVID-19 response committee (see Figure 3).

Figure 3. Management level breakdown and COVID-19 Committee involvement

       Management-level breakdown1                              Management-level breakdown2                                           COVID-19 response
         (% of respondents by level)                          (% of respondents by level and region)                               committee involvement
                                                                                                                                  (% of respondents by region)

                                                               In general, C-suite and executive                               64% of respondents on average
                                                             management-level response profiles                              reported to be involved in a COVID-19
                                                              were maintained in all regions                                        response committee

                                                                                      4%
                                                                         9%                        10%

           17%                                                                                                                      71%
                                                                                                                                                         70%
                                                            37%
                                                                                                                          64%
           Almost 25% of responses
           were from president or                                                                                                              65%
            CEO roles, almost 60%                                                    55%
            from C-level executives,
            and the rest from other
   25%      executive management                                        71%                                                                                         52%
                   positions                                                                       59%
                                       58%
                                                            44%

                                                                                     40%
                                                                                                   31%
                                                            19%         20%

                                                            US        Europe        LATAM         APAC                   Global      US      Europe     LATAM      APAC

C-level Executives: CIO (Chief Information Officer), CFO (Chief Financial Officer), COO (Chief Operating Officer),
CHRO (Chief Human Resources Officer), CMO (Chief Marketing Officer), CPO (Chief Procurement Officer)

         CEO & President         C-level executives      Other Division/Top management executives

                                                                                                                                                                          13
Save-to-Thrive | Enterprise transformation and performance improvement strategies during the COVID-19 pandemic

Data was collected to support industry-specific analyses

Industry-specific information was collected to provide meaningful insights across six major industry
groups (see Figure 4).

Figure 4. Industry Breakdown

                                                                                                                      Regional view

                                                                                                                                                                              Total

                        5%
                                      17%                               Global         187               269               216              175           189         53      1,089
          17%

                                                                            US       43                77                54                58             58          18      308

      16%                                       25%

                                                                       Europe         58                106                74                   93              47    16      394
                        20%

              Technology, Media &
                                                                       LATAM               27                    35                   24             11        11    11       119
              Telecommunications

              Consumer Products, Retail,
              Hospitality & Transportation

              Energy, Resources & Industrials

              Banking, Capital Markets                                   APAC              59               51                64           13             73              8   268
              & Insurance

              Pharmaceuticals, Medical
              Devices & Healthcare

              Government and Public Services

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Save-to-Thrive | Enterprise transformation and performance improvement strategies during the COVID-19 pandemic

Major companies in each region were the primary respondent targets

Among all participating companies, 75% reported revenues greater than $1 billion. Among
the participating US companies, 66% reported revenues greater than $5 billion (see Figure 5).
Distribution of companies is representative of their specific geography or region.

Figure 5. Organization’s Annual Revenue

                        Global view                                                                                  Regional view

                                                                                               75% of the respondents have reported an annual revenue
      75% of the respondents have reported an annual
                                                                                                 of more than $1billion. 66% of US respondents have
               revenue of more than $1billion
                                                                                                   reported an annual revenue of more than $5B

                                                                                                                         43%
                    35%
                                                                                                                               39%
                                                                                   38%

                                                                                                       34%
                                                                                               33%           33%
                                                                                         31%
     25%

                                                                                                                                                        27%
                                   24%                                                                                                     25%
                                                                                                                   24%

                                                  16%                                                                                                               19%
                                                                                                                                                 18%
                                                                                                                                     15%
                                                                                                                                                              14%

                                                                                                                                                                          6%

  Up to $1B      $1B to $5B    $5B to $20B        $20B+                              Up to $1B               $1B to $5B              $5B to $20B               $20B+

                                         Global           USA             Europe               LATAM             APAC

Note: Europe, LATAM, and APAC Surveys were conducted in local currency. For analysis purposes they have been converted to US dollars.

                                                                                                                                                                           15
Save-to-Thrive | Enterprise transformation and performance improvement strategies during the COVID-19 pandemic

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Save-to-Thrive | Enterprise transformation and performance improvement strategies during the COVID-19 pandemic

Key global
insights

                                                                                                                        17
Save-to-Thrive | Enterprise transformation and performance improvement strategies during the COVID-19 pandemic

       Expectations for positive revenue growth have declined significantly due to COVID-19
       Globally, the percentage of respondents expecting positive revenue growth is down 40 points compared to pre-COVID-19
       expectations. The decline is somewhat larger in the US (-46 percentage points), and somewhat smaller in LATAM (-37 percentage
       points) and APAC (-34 percentage points) (see Figure 6).

       Figure 6. Revenue growth outlook over the next 12 months

                                       Global outlook                                                                             Regional view

                                                                       Pre-COVID
                                                                                                                                   Pre-COVID
                           Pre-COVID                                   92% Pre-COVID
                                                                                                                                   93%
                           90%                                                  91%                                                                           Pre-COVID
                                                                                                                                                              86%

                             2                                                                                                     -37 p.p.*
                           -40 p.p.*                                            -40 p.p.*                                                                     -34 p.p.*
                                                                    -46 p.p.*
                                                                                                                                                                                                                                 66%
                                                                                                                                                     64%
                             1                                                                                                     Now
% of total respondents

                                                                                                                          59%                                                                                   58%
                                                     56%                        Now                               57%              56%                        Now
                           Now                                                                                                                                                                      55%
                           50%              51%              52%                51%            51%      51%                                 51%               52%
                                                                        Now                                                                                                   50%
                                    46%                                 46%
                                                                                         44%

                                                                                                                                                                      3
                                                                                                                                                                     31%
                           Global

                                    US

                                            Europe

                                                     LATAM

                                                             APAC

                                                                        US

                                                                                                                                                                              China–Hong Kong SAR
                                                                                Europe

                                                                                         UK

                                                                                               France

                                                                                                        Germany

                                                                                                                  Spain

                                                                                                                          Italy

                                                                                                                                    LATAM

                                                                                                                                            Brazil

                                                                                                                                                     Mexico

                                                                                                                                                              APAC

                                                                                                                                                                      Japan

                                                                                                                                                                                                    Australia

                                                                                                                                                                                                                China–Mainland

                                                                    Positive growth outlook (respondents reporting growth greater than 0%)                                                                                       India

     Survey findings
      1 		50% of respondents globally have a positive outlook on revenue growth right now, higher than the US (46%), but lower than Europe

          (51%), APAC (52%) and LATAM (56%).
           2             		Respondent expectations for positive revenue growth have dropped 40 percentage points globally due to COVID-19, with the largest
                           decline in the US (46 percentage points) and smallest decline in APAC (34 percentage points).
           3             		Among individual countries, Japan respondents reported the lowest percentage of respondents with positive revenue growth
                           expectations (31%), 13 percentage points lower than the second lowest country (UK, 44%).

     *p.p. stands for percentage point

     18
Save-to-Thrive | Enterprise transformation and performance improvement strategies during the COVID-19 pandemic

     COVID-19 is boosting the focus on cost reduction
     Globally, the likelihood of undertaking cost reduction initiatives increased by 74% (28 percentage points) relative to pre-COVID-19
     levels. Two of three companies globally (66%) now expect to pursue cost reduction over the next 12 months, up from just 38% before
     COVID-19 (see Figure 7).

     Figure 7. Likelihood of undertaking cost reduction over the next 12 months

                                         Global view                                                                                Regional view

                                                          2                                                                                                   81%
                                                                                                                                           Now
                                                         77%                                                                               77%
                            1                                                                                                                        75%                Now                                                     75%
                                                                                                                                   72%                                                                                  73%
                           Now                                   70%                                                                                                    70%                                     71%
                                                                                                                                                                                               68%
                           66%                                            Now         Now
                                                                                      63%                                                                                          64%
                                          62% 63%                         62%                                            63%             +35 p.p.*
% of total respondents

                                                                                                  3     59% 59%                                                        +28 p.p.*
                                                                        +21 p.p.*
                           +28 p.p.*                                                            53%
                                                                                    +30 p.p.*
                                                                                                                                         Pre-COVID                     Pre-COVID
                           Pre-COVID                                    Pre-COVID
                                                                                                                                         42%                           42%
                           38%                                          41%         Pre-COVID
                                                                                    33%

                                                                                                                                                                                                                                China–Hong Kong SAR
                                Global

                                           US

                                                Europe

                                                         LATAM

                                                                 APAC

                                                                          US

                                                                                      Europe

                                                                                                Italy

                                                                                                        France

                                                                                                                 Spain

                                                                                                                         Germany

                                                                                                                                   UK

                                                                                                                                           LATAM

                                                                                                                                                     Brazil

                                                                                                                                                              Mexico

                                                                                                                                                                         APAC

                                                                                                                                                                                   Australia

                                                                                                                                                                                               China–Mainland

                                                                                                                                                                                                                Japan

                                                                                                                                                                                                                        India
     Survey findings
      1 		Globally, 66% of respondents expect to undertake cost reduction initiatives over the next 12 months. The likelihood is lower in

          the US (62%) and Europe (63%), and higher in LATAM (77%) and APAC (70%).
           2             		Compared to pre-COVID-19 levels, the likelihood of cost reduction increased by 74% globally (28 percentage points); the largest
                           increase is in LATAM (35 percentage points) and the lowest is in the US (21 percentage points).
           3             		Respondents in Italy are the least likely to pursue cost reduction (53%); respondents in Mexico are the most likely (81%).

     *p.p. stands for percentage point

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Save-to-Thrive | Enterprise transformation and performance improvement strategies during the COVID-19 pandemic

    The crisis is prompting many more companies to pursue aggressive cost reduction targets
    Globally, the percentage of respondents pursuing cost reduction                                              (66%) now have cost reduction targets that exceed 10%. Regionally, the
    targets greater than 10% increased by 61% (25 percentage points)                                             percentage of companies with those aggressive targets is highest in
    compared to pre-COVID-19 levels. Two of three companies globally                                             LATAM (83%) and lowest in the US (59%) (see Figure 8).

    Figure 8. Respondents reporting annual cost reduction targets greater than 10%

                                         Global view                                                                                 Regional view

                                                            2                                                                              Now
                                                                                                                                                               85%
                                                         83%                                                                               83%       82%                                                                                       82%
                                                                                                                                                                                                                         80%
                            1                                                                                                                                            Now                                 73%
                           Now                                   70%                                                               69%                                   70%
                           66%                                                        Now
                                                63%                      Now          63%                        63% 63%                                                                    64%
                                                                                                                                         +36 p.p.*
                                                                         59%                                                                                                          3
% of total respondents

                                          59%                                                   59% 59%
                                                                                                                                                                                    56%
                                                                                                                                                                        +23 p.p.*
                            +25 p.p.*                                               +25 p.p.*
                                                                        +23 p.p.*
                                                                                                                                         Pre-COVID                      Pre-COVID
                                                                                                                                         47%                            47%
                           Pre-COVID
                                                                                    Pre-COVID
                           41%                                          Pre-COVID   38%
                                                                        36%
                                Global

                                           US

                                                Europe

                                                         LATAM

                                                                 APAC

                                                                          US

                                                                                                                                                                                                                         China–Hong Kong SAR
                                                                                      Europe

                                                                                                Italy

                                                                                                        France

                                                                                                                 Spain

                                                                                                                         Germany

                                                                                                                                   UK

                                                                                                                                            LATAM

                                                                                                                                                      Brazil

                                                                                                                                                               Mexico

                                                                                                                                                                          APAC

                                                                                                                                                                                    Japan

                                                                                                                                                                                            China–Mainland

                                                                                                                                                                                                             Australia

                                                                                                                                                                                                                                               India
    Survey findings
     1
        Globally, 66% of respondents have cost reduction target above 10%, with the US (59%) and Europe (63%) below the global
        average, and LATAM (83%) and APAC (70%) above it.
          2              		Compared to pre-COVID-19 levels, the percentage of companies globally with cost reduction targets above 10% increased by
                           61% (25 percentage points), with a largest increase in LATAM (36 percentage points) and the smallest in APAC and the US (23
                           percentage points)
          3              		Japan (56%) has the smallest percentage of respondents pursuing cost reduction targets greater than 10%; Mexico (85%) has
                           the largest.

     *p.p. stands for percentage point

     20
Save-to-Thrive | Enterprise transformation and performance improvement strategies during the COVID-19 pandemic

     COVID-19 financial impacts are demand-driven
     The top external challenge reported globally is a drop in                               supply chain challenges (65%) round out the top four external
     consumer demand (74%), followed by a related shift in consumer                          challenges. In the US and APAC, supply chain and distribution
     behavior (67%). Cyber security vulnerabilities (65%) and                                challenges rank among the top three (see Figure 9).

     Figure 9. External challenges currently faced by organizations due to COVID-19 impacts

                                           Global view                                                                     Regional view

                                                                                                                                        84%
                            1
                           74%                                              75%                                                                         3                              2
                                                                                            2             72%                                   71%
                                                                                   70%                           70%     70%                           70%             70%            69%
                                        67%                                                67%
                                 65%           65%
                                                                                                                                                                               62%
                                                      60%
% of total respondents

                                                              48%   48%

                                                                                    US                          Europe                        LATAM                           APAC

                                 Drop in consumer demand                       Supply Chain and distribution challenges              Increased regulatory requirements
                                 Shift in consumer behavior                    Lack of liquidity and/or credit                       to reopen business activity
                                 Cyber security vulnerabilities                availability
                                                                                                                                     Speed of Digital Transformation

      Survey findings
       1 		Drop in consumer demand is the top external challenge reported globally (74%) and in all regions: US (75%), Europe (72%), LATAM

           (84%) and APAC (70%).
            2            		US and APAC respondents reported supply chain and distribution challenges among their top three external challenges.
            3            		LATAM was the only region to cite lack of liquidity and/or credit availability as a top three external challenge.

                                                                                                                                                                                          21
Save-to-Thrive | Enterprise transformation and performance improvement strategies during the COVID-19 pandemic

       Cost structure is considered the top internal challenge
       Inability to adjust cost structure to meet demand is the top internal challenge globally and in all regions. Inability to meet employee
       safeguards, and inability to satisfy increased demand round out the top three internal challenges globally (see Figure 10).

       Figure 10. Internal challenges currently faced by organizations due to COVID-19 impacts

                                       Global view                                                                       Regional view

                                                                                                                                2
                            1
                           78%                                        78%                            78%     3                      79%
                                                                              75%                                                                                    76% 76%
                                 74%                                                                       73% 73%                         74% 74% 73%                            74%
                                       71%                                                                              71%                                                             72%
                                             69%
                                                                                    63% 63%
% of total respondents

                                                     55%

                                                           46%

                                                                                US                           Europe                           LATAM                            APAC

                                 Inability to rapidly adjust cost structure          Inability to satisfy increased demand or             Challenges with technology infrastructure
                                 to meet demand                                      increased sales opportunities                        to meet new internal business conditions
                                 Inability to meet higher measures                   Lack of liquidity or credit to ensure                Inability to enable digital infrastructure
                                 related to employee safeguards                      business continuity                                  to meet new external business
                                                                                                                                          conditions and scale

     Survey findings
      1 		Adjusting cost structure to meet demand was reported as the top internal challenge globally (78%) and in all regions.

           2             		Adjusting cost structure, meeting employee safeguards, and satisfying increased demand are the top three internal
                           challenges reported in all regions except Europe.
           3             		Lack of liquidity or credit (73%) is a top three concern reported only in Europe.

     22
Save-to-Thrive | Enterprise transformation and performance improvement strategies during the COVID-19 pandemic

Coping with COVID-19:
Respond, Recover and Thrive

                                                                                                                      23
Save-to-Thrive | Enterprise transformation and performance improvement strategies during the COVID-19 pandemic

Respond-Recover-Thrive
Required actions to address the COVID-19 crisis can be divided into three major stages: Respond, Recover and Thrive. These
three stages are interspersed with two additional interim stages, and culminate in a long-term operating environment we call
the “next normal” (see Figure 11).

Figure 11. The Respond-Recover-Thrive framework

                                                                                       Respond

                                                   1
                                                                                       Currently taking actions to immediately
                                                                                       respond to the COVID-19 crisis and ensure
                                                                                       business continuity

                                      Between respond and recover
                                      Near completion of immediate response actions
                                      and starting to take actions towards stabilizing
                                      operations under COVID-19 conditions

                                                   2
                                                                                       Recover
                                                                                       Currently taking actions to stabilize operations
                                                                                       under COVID-19 conditions

                                      Between recover and thrive
                                      Near completion of Stabilization actions and
                                      starting to take structural actions to operate in
                                      the “Next Normal“

                                                                                       Thrive

                                                   3
                                                                                       Currently taking structural actions as result
                                                                                       of a defined strategy to operate and
                                                                                       compete in the “Next Normal”

                                      “Next Normal”
                                      The new business conditions established, after the
                                      Thrive stage, as a result of the societal, commercial
                                      and technological changes caused by public and
                                      private reactions to COVID-19

24
Save-to-Thrive | Enterprise transformation and performance improvement strategies during the COVID-19 pandemic

The global focus for the COVID-19 crisis is shifting from respond to recover
Most companies globally have effectively responded to the                 Respondents in the US and Europe are somewhat ahead of the
immediate crisis and are now starting to focus on recovery, with          global average, while respondents in APAC and especially LATAM
the majority (59%) now seeing themselves in the “respond to               are lagging behind.
recover” or “recover” stages (see Figure 12). The orange triangles,
which represent the 50th percentile, show that on average the             The red triangles, which represent the 75th percentile, show that
companies surveyed are still in the “respond to recover” stage,           even leading companies are often still in the recover phase, with
where they have nearly completed their immediate response                 fewer than 25% in the “recover to thrive” or “thrive” stages.
actions and are starting to focus on recovery (i.e., stabilization).

Figure 12. Organization’s current positioning on the Respond-Recover-Thrive framework

                  Respond                Respond to recover                  Recover                     Recover to thrive                      Thrive

Global              19%                          32%             1              27%                             16%                                   7%

     US             19%                          27%                            26%                             22%                                   7%

Europe              17%                          31%                            30%                             15%                                   7%

LATAM               26%           2              35%                            18%                                   13%                             8%

                                                       3
 APAC               18%                          38%                            27%                                   12%                             5%

                                                              50th percentile          75th percentile

Survey findings
 1
    78% of respondents globally still see themselves no further along than the “recover” stage (and some are still in the “respond”
    stage).
2   		The majority of respondents globally (59%) and across regions are in the “respond to recover” or “recover” stages, except in
      LATAM where the majority (61%) are still in the “respond” or “respond to recover” stages.
3   		APAC has the highest number of respondents in the “respond to recover” stage (38%).

(See the appendix for a more detailed country-by-country analysis)

                                                                                                                                                                       25
Save-to-Thrive | Enterprise transformation and performance improvement strategies during the COVID-19 pandemic

Revenue growth expectations are very positive in the thrive stage
Expectations for revenue growth, although down from pre-                               majority of companies globally (74%) and in all regions have
COVID-19 levels, remain somewhat positive in the respond                               a positive outlook for revenue growth, with only 24% globally
stage (55%) and recover stage (58%). In the thrive stage, the vast                     expecting flat or declining revenue (see Figure 13).

Figure 13. Revenue growth outlook reported at each stage

                               1 Respond                                               2 Recover                                       3 Thrive

 Global          32%        12%           64%                          25%       16%            58%                        15%   9%               74%
 1 2

       US         36%       12%          50%                         29%         19%         50%                            14% 9%                73%
 3     4

Europe             32%      12%           56%                         25%        18%            57%                        17% 10%                72%

LATAM               32%       6%            62%                              17% 10%                  72%                    14% 7%               79%
       4

    APAC          28%      13%            57%                              24%    12%           62%                         12% 10%               74%

                                                                         Decline         No growth          Growth

                                                Note: Responses do not add up to 100% due to some participants answering “Not sure.”

Survey findings
    Globally, expectations for positive revenue growth improve significantly in each subsequent stage: respond (55%); recover (58%); and
 1

    thrive (74%).
2    		Conversely, the percentage of companies that expect their revenues to decline or remain flat decreases for each subsequent stage:
       respond (44%); recover (41%); and thrive (24%).
3    		Regionally, expectations for positive revenue growth increase in subsequent stages for all regions except the US, where the revenue
       outlook remains same in the respond and recover stages.
4    		US respondents generally have the least positive revenue outlook, while LATAM respondents generally have the most positive outlook.

(See the appendix for a more detailed country-by-country analysis)

26
Save-to-Thrive | Enterprise transformation and performance improvement strategies during the COVID-19 pandemic

     Automation is the top transformation action arising from the COVID-19 crisis
     Globally and across all regions, roughly two out of three companies expect to pursue automation in all three stages of respond, recover
     and thrive, making it the clear leader in transformation actions arising from the COVID-19 crisis (see Figure 14).

     Figure 14. Likelihood of transformation actions at each stage

                                   Global view                                                                           Regional view

                                                                                                          Respond

                           1                                                                                                                                           72% 70%
                                                              66% 64%                                                          2                                               68% 67% 67%
                           65%
                                 62% 61% 60%                          62% 61%                    62%
% of total respondents

                                             58%                                                       58% 57% 57% 56%
                                                                                      55%                                            54% 52%
                                                     48%                                                                                         49% 48%
                                                                                                                                                         46%

                                     Global                               US                              Europe                              LATAM                                APAC

                                                                                                           Recover

                                                                                                                                                                       73%    3
                                                                    3
                           67%                                65% 63%                            67%                                                                         68% 65% 65%
                                                                                                                     3                                                                   64%
% of total respondents

                                 60% 59% 58%                              60%                          58% 56%
                                             57%                                56%                            55% 55%               55%
                                                                                      55%
                                                                                                                                           49%
                                                     46%                                                                                         46% 45%   44%

                                     Global                               US                              Europe                              LATAM                                APAC

                                                                                                            Thrive
                                                                                                                                                                       75%
                           69%                                71%                                                                                                            69%
                                                                                                 66%                                                                               65% 65%
% of total respondents

                                 60% 59% 58%                        61%                                                                                                                       60%
                                                                          58% 56%                      57% 57% 56% 55%               56%
                                               55%                                55%
                                                     48%                                                                                   49%
                                                                                                                                                 46% 46% 46%

                                     Global                               US                              Europe                              LATAM                                APAC

                                                 Automation                      Labor and non-labor cost reduction                Transform business process
                                                 Transform supply chain          Business rationalization through                  Declare bankruptcy or insolvency
                                                                                 M&A or divestments

     Survey findings
      1
         Globally, automation is the transformation action most likely to be implemented across all stages according to
                          respondents for addressing the COVID-19 crisis (65% or more)
           2
                          Automation is also expected to be the top transformation action by respondents in all regions.
           3
                          For each subsequent stage, there is a reported decline in the likelihood of implementing labor and non-labor cost
                          reduction initiatives in the US, Europe and APAC. This is consistent with a generally positive revenue growth outlook.

                                                                                                                                                                                                 27
Save-to-Thrive | Enterprise transformation and performance improvement strategies during the COVID-19 pandemic

Working through all three stages is expected to require about a year and a half
On average, respondents globally expect the “respond” stage to last about 3 months, the “recover” stage about 6 months, and the
“thrive” stage about 10 months. However, the expected durations for each stage vary widely by respondent and region (see Figure 15).

Figure 15. Expected duration reported of each stage

                         Respond                                           Recover                                                    Thrive

                                    3.2                                             6.0                                                         10.1
     Global

                     Range: 2.9–3.6 months                                Range: 5.4–7.2 months                                      Range: 9.5–10.5 months

                                                3.6                                                   5.4                9.5

                                          1                                                     1
                                          3.4                                             6.6                                                             10.5
                    2                                                 2                                                              3
Regional                2.9                                     7.2                                                            9.8

                                    3                                           3
                              3.1                                         5.7                                                                          10.4

                2                                     4   5                                                  8   9                                               11

                                                                                                    Months

                                                              Global                USA             Europe       LATAM         APAC

Survey findings
 1
    US respondents generally expect each of the three stages to take longer than the global averages: respond (3.4
      months vs. the global average of 3.2 months), recover (6.6 months vs. the global average of 6.0 months), and thrive
      (10.5 months vs. the global average of 10.1 months)
2
      APAC respondents expect the shortest durations for respond (2.9 months) and recover (5.4 months)
3
      European respondents generally expect each of the three stages to take less time than the global averages

28
Save-to-Thrive | Enterprise transformation and performance improvement strategies during the COVID-19 pandemic

The “Next Normal”—
New business conditions
after COVID-19
                                                                                                                      29
Save-to-Thrive | Enterprise transformation and performance improvement strategies during the COVID-19 pandemic

When mapping out strategies to respond, recover and thrive, it helps to have
informed insights about the future business environment. In the wake of the
2008 financial crisis, many people called the resulting business environment
the “new normal.” However, every new normal eventually gets replaced by
a new new normal, so in our view it makes sense to call the post-COVID
business environment the next normal.
Revenue sources will be fundamentally different in the next normal
According to the survey results, the fastest growing revenue                        digital channels. It has also revealed the limitations and risks of
sources in the future will be: digital channels (vs. physical                       globalization and global supply chains, leading many companies
channels); new products and services (vs. existing pre-                             to re-prioritize domestic operations over international
COVID offerings); and domestic operations (vs. international                        operations. Meanwhile, COVID-driven changes to how people
operations). Thanks to practices such social distancing and                         live and work are boosting demand for new kinds of products
shelter-in-place that restrict access to the physical world, the                    and services (see Figure 16).
COVID-19 crisis has greatly accelerated the shift from physical to

Figure 16. Growth expected by revenue source in the next normal

                                                        Global view                                                                     Regional view

                                                            Rank                                                               US     Europe    LATAM       APAC

     1      Digital channels                                             1                                                2

                                                                                                                                                        3
     2
            Post-COVID-19 new
            products and services

                                                                             14% more when
     3     Domestic operations                                               compared to
                                                                             pre-COVID-19           63% more when
                                                                                                    compared to
                                                                                                    physical channels
     4     Pre-COVID-19 core portfolio
           of products and services
                                                                24% more when
                                                                compared to

     5     International
           operations
                                                                international

     6     Physical
           channels

Survey findings
 1
    During the next normal, respondents expect digital channels to have 63% higher revenue growth than physical channels. New
      post-COVID-19 products are expected to grow 14% more than pre-COVID-19 products. And domestic operations are expected to
      grow 24% more than international operations.
2
      In all regions, respondents expect digital channels to have the highest revenue growth of any revenue sources.
3
      Post-COVID-19, respondents expect new products and domestic operations to see high revenue growth in all regions expect
      LATAM, where pre-COVID-19 products are ranked higher than domestic operations.

30
Save-to-Thrive | Enterprise transformation and performance improvement strategies during the COVID-19 pandemic

       IT infrastructure, remote work and digital channels will be the top operating model priorities in a post-crisis world
       Globally, the top operating model priorities during the next normal                         world, IT infrastructure and digital channels are key. Also, remote
       are expected to be: enhance IT infrastructure (78%); enable                                 work will likely remain popular now that the COVID crisis has
       remote work (76%); and enable pre-sale, sale, and post-sale                                 proven its viability (see Figure 17).
       activities through digital channels (72%). In an increasingly digital

       Figure 17. Expected priorities for operating models in the next normal

                                                 Global view                                                                    Regional view

                                                                                                                                        2
                                                                                                                                              3
                                                                                                                                             87%
                                 1                                                                                                                   83%
                           78%                                                                                                                                            79%     79% 78%
                                     77%                                           76%    76%                   77%    76%                                  76%
                                           72%
                                                                                                 67%
                                                 65%   65%                                                                     65%
                                                               62%   62%   61%
% of total respondents

                                                                                           US                         Europe                       LATAM                         APAC

                                 Enhance IT infrastructure to support            Redesign the supply chain                              Insource business processes or functions
                                 management and operations                       Simplify the organizational structure                  Outsource non-core processes
                                 Enable extensive remote work                    Adjust real estate infrastructure
                                 Enable pre-sale, sale and post-sale
                                 activities through digital channels

       Survey findings
        1
           Globally, respondents expect their future operating models to rely on enhancing IT infrastructure (78%) and enabling
                          remote work (77%).
             2
                          In all regions, IT infrastructure, remote work and digital channels are also the reported top three priorities in future
                          operating models.
             3
                          In LATAM, the top operating priority expected by respondents is enabling pre-sale, sale and post-sale activities through
                          digital channels.

                                                                                                                                                                                             31
Save-to-Thrive | Enterprise transformation and performance improvement strategies during the COVID-19 pandemic

     Top product strategies for the next normal focus on innovation, health and safety measures, and customization
     Globally, the top product strategies to compete in the next                              your current product/service offering (73%); and customize
     normal are: adjust, redesign or innovate your product/service                            products or services to meet new customer and/or government
     offering to expand to adjacent and/or new markets (74%);                                 requirements (73%) (see Figure 18).
     leverage new health and safety measures by redesigning

     Figure 18. Product strategies to differentiate and compete in the next normal

                                   Global view                                                                  Regional view

                                                                                                                              87%         3
                                                                                                                                    83%       82%
                                1                                                                                                                   77%      78%
                                                                             2                                                                                     76% 76% 75%
                           74% 73% 73%
                                                              71%   70%                     70% 70%
                                            68% 68%                       69% 69%
                                                                                                        67%
                                                                                                               65%
% of total respondents

                                                                        US                          Europe                           LATAM                            APAC

                                 Adjust, redesign or innovate your               Customize products or services to meet             Focus only on core products, by rationalizing
                                 product/service offering to expand to            new customer and/or government                     your portfolio and maximizing core
                                 adjacent and/or new markets                     requirements                                       competitive advantages
                                 Leverage new health and safety                  Maximize local supply chain by redesigning
                                 measures by redesigning your current            your current product/service offering
                                 product/service offering

     Survey findings
      1
         Global respondents plan to differentiate their products and compete more effectively by: adjusting, redesigning or innovating
                          their product/service offerings (74%), leveraging health and safety measures into product/service design (73%), and product
                          customization (73%).
           2
                          Respondents across all regions have the same top three product strategies, except for the US, where focusing on core products
                          ranks third.
           3
                          L ATAM respondents reported significantly higher ratings across all strategies.

     32
Save-to-Thrive | Enterprise transformation and performance improvement strategies during the COVID-19 pandemic

     Next normal customer engagement strategies will be driven by digital channels and flexible customer experiences
     Globally, the most popular strategy for customer engagement will be to shift most transactions to digital channels (75%). The second
     most popular strategy will be to increase flexibility before and after the sale (73%) (see Figure 19).

     Figure 19. Customer engagement strategies to differentiate and compete in the next normal

                                      Global view                                                                                 Regional view

                                                                                                                                                            3
                                                                                                                                            84% 83%
                                                                                                                                                    82%
                                                                                                                                                          80% 80% 79%
                                                                      2
                                  1                                                                                                                                     77%   77% 77%
                          75%                                                                         74%
                                73%                             73%                                                                                                                     72% 72% 71% 71%
                                      71% 71%                         70% 70% 69% 69%
                                                69%                                                         69% 68%
                                                      67% 67%                           66%                           67%                                                                                 67%
                                                                                              64%                           65% 64%
                                                                                                                                      62%
% of total respondents

                                                                              US                                 Europe                               LATAM                               APAC

                                  Shift most transactions to digital channels                 Cross-sell product / service to increase               Redefine brand to become more impactful
                                  Increase flexibility before and after sales                  value delivered to customer                            Differentiate service level by customer
                                  Increase of self-service options                            Redesign loyalty programs based on new                 segment value
                                                                                              health, safety, mobility conditions

     Survey findings
      1
         Globally, the reported top strategies for creating a compelling customer experience in the next normal are: shift to digital channels
                          (75%), increase flexibility pre- and post-sale (73%); increase self-service options (71%); and cross-sell products and services (71%).
           2
                          In the US, the top customer engagement strategy reported is to increase flexibility before and after the sale (73%).
           3
                          In LATAM, the top strategies reported are cross-selling products/services (84%) and redesigning loyalty programs (83%).

                                                                                                                                                                                                           33
Save-to-Thrive | Enterprise transformation and performance improvement strategies during the COVID-19 pandemic

     Cybersecurity and cloud will be the key technologies
     According to the survey, the most relevant technologies in the next normal will be cybersecurity solutions (80%) and cloud computing
     (80%) (see Figure 20).

     Figure 20. Relevance of technologies to operate in the next normal

                                                  Global view                                                                      Regional view

                                 1                                                      83%                                                   2
                                                                                               81%               82%
                           80%       80%                                                                                79%                  79%                      80%
                                                                                                                                                     77%   77%                      3
                                                                                                      75%                                                                   75%
                                            73%                                                                                 73%                                                73%

                                                  65%
                                                         60%
% of total respondents

                                                                58%

                                                                       44%

                                                                              34%

                                                                                                US                     Europe                      LATAM                    APAC

                                     Cybersecurity solutions                        Internet of things (IoT)                            Virtual reality or remote enablement technology
                                     Cloud computing                                Robotic Process Automation (RPA)                    Blockchain
                                     Cognitive and artificial intelligence tools     Business Intelligence and advanced analytics

     Survey findings
      1
         Globally, cybersecurity solutions (80%) and cloud computing (80%) are expected by respondents to be the most relevant
                          technologies in the next normal.
           2
                          Cybersecurity solutions and cloud computing top the list of respondents in all regions except LATAM, where cognitive and artificial
                          intelligence tools are considered more relevant in a post-crisis world.
           3
                          Internet of things (IOT) makes the top three in APAC (73%), but not for respondents in the US and Europe.

     34
Save-to-Thrive | Enterprise transformation and performance improvement strategies during the COVID-19 pandemic

Industry
sector analysis

                                                                                                                        35
Save-to-Thrive | Enterprise transformation and performance improvement strategies during the COVID-19 pandemic

Expected growth impacts over the next 12 months vary by sector
Revenue expectations over the next 12 months vary widely by sector,                                                          sector respondents. On the positive side, revenue growth is expected
with the COVID-19 crisis creating both winners and losers. On the                                                            by 63% of Medical Technology sector respondents, followed closely
negative side of the spectrum, a decline in revenue is expected by                                                           by Telecom (58%), Pharmaceuticals (58%), and Software & IT Services
61% of Transportation sector respondents and 60% of Hospitality                                                              (57%) (see Figure 21).

Figure 21. Sector 12-month revenue growth outlook

                                           Negative growth outlook (decline)                                                                                      Positive growth outlook (growth)

                                                                                                                                                                                                                          Pharmaceuticals
                                                                                                                                                                                     specialty materials

                                                                                                                                                                                                                                                      technology
                                                                                                                                                                                                           Software and
                                                                                                                                                                   Capital markets
                                                                                                                                                 semiconductors

                                                                                                                                                                                                                                                      Medical
                                                                                                                                                                                     Chemicals and
                                                                                                                                                 Hardware and

                                                                                                                                                                                                           IT services

                                                                                                                                                                                                                                            Telecom
                                                                                                                                       Banking

                                                                                                                                                                                                                                                       63%
                                                                                                                                                                                                            57%           58%               58%
                                                                                                                                                   51%             51%                  52%
                                                             48%                                            49%
                                                                                                                         45%           46%
                                      42%                                   38%
                                                 39%                                         36%
                        37%
       23%

                          4%                                  6%                                             7%                                                                                                                                         8%
                                       9%                                                                                                           9%                                    8%                                                9%
                                                                            15%                                          12%                                                                                              14%
       16%                                       15%                                         17%                                                                   17%                                      16%
                                                                                                                                       18%

                                                                                                                                                                                                                                                       28%
                                                                                                                                                                                                                                            31%
                                                             46%                                            44%                                                                        40%                                28%
                                                                                                                                                   40%                                                      27%
                                      48%                                                                                                                          32%
                        60%                                                                                              43%           34%
                                                 46%                        46%
                                                                                             46%
       61%
                                                                                                             Oil & Gas
                                                             Consumer
                                                              Products

                                                                                                                           Providers
                                                                                                                         Health Care
                                      Retail

                                                                               Insurance–
                                                                         Life and Annuity
                                                Insurance–
                                                   General

                                                                                            Industrial
                                                                                             Products
                        Hospitality
       Transportation

                        Sectors arranged in order of negative growth outlook (decline)                                                  Sectors arranged in order of positive growth outlook (growth)

                                                                                                         Decline              No growth                   Growth

36
Save-to-Thrive | Enterprise transformation and performance improvement strategies during the COVID-19 pandemic

Different sectors are at different stages of progress
In addressing the challenges of COVID-19, the average rate of           Capital Markets, and Medical Technology is skewed towards the
progress in all sectors falls somewhere between the “respond”           “respond” stage, while sectors such as Insurance (both General
and “recover” stages. As depicted by the orange triangles in            and Life/Annuity), Consumer Products, and Banking are generally
Figure 22, the median progress in sectors such as Hospitality,          further along, with progress skewed toward the “recover” stage.

Figure 22. Current sector positioning on the Respond-Recover-Thrive framework

                                   Respond          Respond to recover               Recover                Recover to thrive                 Thrive

                Hospitality           27%                  37%                            25%                             6%                        6%

           Capital Markets                  17%            46%                                  22%                       12%                       2%

                     Retail                 20%            38%                                  16%                       17%                       9%

       Medical Technology             28%                  29%                          24%                               13%                       7%

                 Oil & Gas                  15%            38%                            32%                             11%                       4%

   Software and IT Services           26%                  27%                            30%                             10%                       6%

          Pharmaceuticals             25%                  26%                            25%                             18%                       7%

        Industrial Products                 17%            33%                            34%                             14%                       2%

            Transportation                  12%            38%                                  20%                 25%                             6%

                   Banking                  18%            31%                          21%                         25%                             4%

             Hardware and
                                            18%            31%                          27%                               16%                       7%
           Semiconductors

       Consumer Products                    21%            25%                          24%                               16%                       13%

                  Telecom                   15%            29%                          29%                               15%                       13%

       Healthcare Services                  13%            30%                          33%                               20%                       3%

             Chemical and
                                            12%            32%                          35%                               17%                       5%
        Specialty Materials

Insurance–Life and Annuity                  8%             35%                          31%                               19%                       8%

        Insurance–General                   5%             27%                          44%                               12%                       12%

                                                                        50th percentile          75th percentile

Looking at the red triangles (which depict the 75th percentile), the          Overall, there is much more variation between sectors at the 75th
relative results directionally align with the median (i.e., the 50th          percentile. However, in most cases the 75th percentile falls within the
percentile), but with a few noteworthy exceptions such as Hospitality         “recover” stage, except for the Hospitality sector, which has been hit
(where 75th percentile companies are closer to the median than in             particularly hard by the COVID-19 crisis.
other sectors) and Banking (where 75th percentile companies are far
ahead of the median and actually lead all other sectors).

                                                                                                                                                                    37
Save-to-Thrive | Enterprise transformation and performance improvement strategies during the COVID-19 pandemic

Revenue outlooks vary significantly by industry
Although the future revenue outlook remains generally positive for all sectors—especially in the thrive stage—expectations vary
significantly by sector (see Figure 23).

•	In the respond stage, Transportation and Consumer                                •	In the thrive stage, Hospitality, Chemicals & Specialty Materials,
   Products have the most negative revenue outlooks, while                             and Hardware & Semiconductors have the most negative
   Medical Technology and Pharmaceuticals have the most                                outlooks, while Medical Technology and Telecom have the
   positive outlooks.                                                                  most positive outlooks.

•	In the recover stage, Transportation and Hospitality have the                    •	The Medical Technology sector stands out for having the most
   most negative revenue outlooks, while Medical Technology                            positive revenue growth outlook in all three stages.
   and Pharmaceuticals have the most positive outlooks.

Figure 23. Sector revenue growth outlook by stage

                                                           Respond                                    Recover                                Thrive

              Transportation              48%          10%        42%                         41%          6%     54%          12% 12%            74%

         Consumer Products                   45%           6%     49%                         27%     15%             58%      10% 13%            75%

          Industrial Products          41%            20%        37%                     31%          18%        49%            17% 7%                72%

          Insurance–General              39%          17%         44%                   22%         27%          51%            10%10%                80%

                        Retail               38%       10%        52%                     19%        22%              59%       14% 10%               75%

                     Telecom                   35%         7%           56%              24%         22%         53%                9% 7%              82%

             Capital Markets              34%          17%        46%                         20%         15%         50%        20% 5%           73%

                   Hospitality                  33%        6%           62%              35%          15%        50%          27%     8%         65%

               Chemical and
          Specialty Materials                  30%     12%              57%                   33%         10%    53%          22%    12%         65%

     Software and IT Services
                                                30%        9%          61%                     19% 14%                66%      13% 13%                74%

                     Banking
                                               28%     12%             58%                18%         21%             60%       12% 9%            76%

       Health Care Providers
                                                27%        8%           63%                   30%         12%     57%           18% 8%                72%

               Software and
             Semiconductors                    25%     11%             62%                     22%        13%         64%     22%     9%         65%

            Pharmaceuticals                    25%     11%              65%                     19%        9%          70%          16% 4%            77%

                    Oil & Gas
                                               23%     12%              64%                   25%         14%         62%       12% 11%               77%

Insurance–Life and Annuity
                                       23%           31%          46%             23%               38%         38%              12% 8%                81%

         Medical Technology
                                                17% 14%                 67%                    11% 17%                71%           6% 10%             82%

                                               Decline          No growth     Growth           Most positive growth outlook   Most negative growth outlook

38
Save-to-Thrive | Enterprise transformation and performance improvement
                                                                     Save-to-Thrive   | Enterprise
                                                                       strategies during the COVID-19
                                                                                                   transformation
                                                                                                       pandemic and performance improvement strategies during the COVID-19 pandemic

Save-to-Thrive

                                                                                                                                                                                39
Save-to-Thrive | Enterprise transformation and performance improvement strategies during the COVID-19 pandemic

       Save-to-Transform is becoming Save-to-Thrive
       The strategic priorities associated with the COVID-19 thrive                        to thrive in the next normal, many expect to continue focusing
       stage are very consistent with the Save-to-Transform trend we                       on those same levers—but with an increased and accelerated
       identified in Deloitte’s 2019 Cost Survey, which uses the strategic                 emphasis on technology and digital enablement, along with a
       levers of cost, growth, talent, technology and digital enablement                   renewed emphasis on growth and talent. We call this evolved
       to transform how companies do business.2 And as companies                           mindset “Save-to-Thrive.” (see Figure 24).
       bounce back from the COVID-19 crisis and position themselves

       Figure 24. Organization’s strategic priorities reported at each stage

                                  Strategic priorities                                                       Strategic priorities
                                 in the 2019 Cost Survey                                                by COVID-19 recovery stage (2020)

                                   Save-to-transform                          Respond                             Recover                                Thrive

                                                                                                                                                 1     2
                                                                    1                                   1                                                      3
                                                                             3                       78% 77%       3                          79% 78% 78%
                                                                 77% 77%                                                  2                                   76%
                                                                            75%            2                      75%
                           73% 73%                                                                                       72% 71% 70%
                                                                                  71% 70% 70%                                                                       70%
                                     69% 69% 69%
                                                                                                                                                                          65%
                                                           61%
% of total respondents

                              Sales growth      Technology implementation     Cost reduction    Digital enablement           Talent management        Liquidity management
                                                for employee safety                                                          for employees safety

     Survey findings
      1
         IT-related strategic priorities (i.e. digital enablement and technology                                      Save-to-transform
         implementation) top the list of global respondents in all three stages of                                    Deloitte’s 2019 Biannual Cost Survey
         Respond-Recover-Thrive.                                                                                      saw a shift in the key focus areas of
                                                                                                                      companies from save-to-grow to save-
           2             		Respondents expect sales growth to rise as a strategic priority in each
                                                                                                                      to-transform.
                           subsequent stage, bringing the priorities into alignment with Save-to-
                           Transform at the thrive stage.                                                             This means that, in addition to cost,
           3             		In all stages, respondents continue to rank “talent to manage new ways of                  growth, and talent, technology
                           working” among the top priorities (along with technology and growth).                      became a key priority area for most
                                                                                                                      companies.

                                                                                                                      In the current survey, we can clearly
                                                                                                                      observe that IT levers (technology
                                                                                                                      implementation and digital
                                                                                                                      capabilities) continue to be among the
                                                                                                                      top priorities.

     2. “Save-to-Transform as a catalyst for embracing digital disruption: Deloitte’s second biennial global cost survey,” Deloitte, 2019

     40
Save-to-Thrive | Enterprise transformation and performance improvement strategies during the COVID-19 pandemic

Most companies expect a second wave of COVID-19
The majority of respondents (65%) expect a COVID-19 relapse, with an estimated timeframe of early 2021. Those that follow
strategies consistent with Save-to-Thrive will likely be the ones best positioned to weather potential challenges resulting from a
second wave (see Figure 25).

Figure 25. Expectation of COVID-19 relapse and expected time of relapse

                                           Sentiment
                                     on relapse of COVID-19                                                                 Expected time before relapse

 Global

                                                             1                                                                                            1
                                          35%                                                                                                       7.3

                                                     65%
                                                                                                                                            6.7–8.0 months

                                                                                                                                            3
                                                                                                                                      6.7

                      2                                                  3                                                                                          2
     33%                      36%                          45%                      32%                                                                       8.0

                                       64%                        55%                        68%                                        6.8
                67%

                                                                                                                                                    7.3

           US                    Europe                     LATAM                      APAC

                                                                                                              5              6                  7             8           9
                          Yes, relapse is expected         No relapse expected                                                          Months

Survey findings
 1
    Globally, 65% of respondents expect a relapse of COVID-19, with an expected timeframe of 7.3 months from the date of the
    survey (early July 2020).
2   		In the US, 67% of respondents expect a relapse to happen; however, the expected timeframe is 8 months—the longest
      among all regions.
3   		In LATAM, 55% of respondents expect a relapse, and the expected time timeframe is 6.7 months; both numbers are the lowest
     among all regions.

                                                                                                                                                                              41
Save-to-Thrive | Enterprise transformation and performance improvement strategies during the COVID-19 pandemic

Conclusion
The COVID-19 pandemic is having a massive impact on the global business
environment. Yet many companies continue to expect positive revenue
growth—particularly in the thrive stage when they have successfully
responded to and recovered from the early challenges of the crisis.

Decisions that companies make today to cope with COVID-19                           By using cost reduction and performance improvement
can help or hinder their positioning for the future. Before                         strategically to transform the enterprise and improve
the pandemic, the prevailing mindset for strategic cost                             competitiveness—which includes investing in key capabilities
management and transformations in general was “Save-                                such as automation and remote work that align with the
to-Transform”—using the strategic levers of cost, growth,                           new realities of a post-crisis business environment—
talent, technology and digital enablement to transform how                          companies can leverage their cost savings and performance
companies do business. Now, we are seeing that Save-to-                             improvement efforts to not only transform how they operate,
Transform mindset evolve into “Save-to-Thrive,” with the crisis                     but to position themselves to thrive in the next normal.
highlighting and accelerating changes in key transformation
areas such as technology and talent.

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