This is Chapter 2 of the 90 Days Later e-book.
The pandemic of 2020 challenged every business and market on the planet. Product and service streams suffered while online and digital consumption of services skyrocketed. Meanwhile, ways of working also changed. With the majority of the business population locked down at home and forced to work online, not only does the business model need to be adapted in many cases, but so does the internal operating model to ensure the workforce can supply services the way consumers expect them. Organizations must understand how they must respond to these changes to boost customer and employee experience and address financial, regulatory and other concerns. An organizational assessment and needs test can help determine your hierarchy of needs when it comes to building the workplace of the future.
About the author
Iain Fisher
lain Fisher is ISG's head of industry research and market trends. With over 20 years in consulting and strategic advisory, he now leads cross-industry research across 20 markets. Iain oversees the ideation, creation and market presentation of ISG Provider Lens® studies and builds cross-industry, strategic insights delivered through executive briefings, events and roundtables. A published author of several studies and thought leadership assets, he is recognized in the market for advising leaders on how to achieve strategic advantage.
Iain is an ISG SME on the Future of Work, CX, Sustainability, Aviation, U.K. Healthcare, Utilities and cross-industry solutioning. He develops custom market insights that reshape business models and drive new solutions and innovation.
Beyond his research portfolio, Iain has led the streamlining of ISG Research operations, earning the Outstanding Achievement award in December 2025. He is currently leading the transformation of IPL to include ethical AI tooling. A regular keynote speaker and online presenter, Iain has authored several eBooks on these topics.
