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Necessity Is the Mother of Invention - Service-Experience Improvements and the Pandemic

By Laura Keller As we begin to see more friends and family, put social events and gatherings on our calendar, and slowly become more comfortable going maskless, I am grateful for the degree to which we’re now able to return to normal. My kids are in summer camp, and we’re looking forward to a couple of getaways. We can reflect on a difficult past year that our family managed to get through happily and healthily. We found ways to adjust and continue leading our lives, whether it was buying patio heaters so we could have family over for an outdoor holiday visit, rolling up our sleeves to help our kids when school was fully virtual last spring, or using more collaborative, digital tools at work. While it’s easy to become eager to go back to the way our lives used to be, many people are now taking the opportunity to reflect on the last 18 months of the pandemic and decide whether any of the changes we’ve made as a result of the pandemic should persist in the future. From evaluating friendships to avoiding over-scheduled lives to working from home more often, people are motivated to move forward to a new and improved normal. We’ve realized what we can live without and what we want to have more of. Read More

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