With a background in operations and finance, I've always viewed business decisions through the lens of data and rigorous analysis.
"Emotion seldom enters into the calculations when the equation involves enterprise software. After all, isn't operations management an extension of engineering?
That's what I thought until COVID-19 changed everything.
In March 2020, the pandemic reshaped all our lives. It also happens to be when I began leading SAP's global customer satisfaction efforts. Suddenly, for many businesses, digital infrastructure meant the difference between continuity and calamity. The pandemic thrust our SAP customer teams into helping to resolve some of the toughest challenges any of us had ever encountered. But how well suited are quantitative-oriented business leaders to respond with the empathy needed to match the moment?..."
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