2020’s Most Innovative Companies To Watch September2020

EDITOR’S DESK

"Crisis is what suppressed pain looks like; it always comes to the surface. It shakes you into reflection and healing" ¬BryantMcGill

Thecurrentglobalhealthpandemic

COVID-19hasalteredourstill increasinglyevolvingenvironmentmore andmoreirrevocably Thecrisisposedunparalleled obstacles,whichwouldcertainlychangethevery elementinoureconomyandcultureintheir existenceandhowwereact.

Theadvancementoftechnologyiscertainlyhelping allofusovercomecertainproblemsasweattempt torespondtolockdowns.Thisincludesworkfrom homeandthesocialdistancingmechanismsthatare hopefullyineffectintimetoforceprofound systemicshiftsinconventionalbusinessmodelsand industry.

However,historyhastaughtusthatinmomentsof turmoil,revolutionarytechnologiesgathertraction whenaconventionalglobalorderisbroken,helping suchdisrupterstobreakthrough.

ThetragedyofCOVID-19hasnowcontributedto thegreatestworkfromhomeexperimentinhuman history.Inordertoavoidviralinfections,

businesses,colleges,institutions,andgovernmentshave sentworkersandstudentstoworkorstudyfromhome remotely Workingandstudyingfromhomerequiresa technologythatoperatesbybeingomnipresentand enablespeerstoworktogether.

Cloudcomputingandmodernnetworkingsolutionsthat havebeenmarketedbyorganizationssuchasSalesforce, Microsoft,andCiscoSystemsforoveradecade,are almostsuddenlyrelevanttoday,allowingthetransition fromdecentjobtoaplatformthatismission-critical. Furthermore,asthehomeisnowthecorecenter,we anticipateusers’investmentsindigitalentertainment servicesincludingvideostreamingandgames,aswellas educationaltrainingandonlineretailservicesto increase.

Asiscommonduringcrisistimes,customersand organizationsarepreparedtoreconsidertheirprocess andactions.Althoughtheyaresearchingforeasierand moreinnovativewaystowork,toconnect,andto entertain,wethinkrevolutionarytechnologyresonates withconsumersandachievesmarketmomentum. Theideaoftechnologicaldisruptioncanbethe motivatingfactorbehindagreatdealofthistransition andthisiswhythislatestedition 2020’s Most Innovative Companies To Watch isourfocalpoint. Throughthesecompanies,weneedtolearnwhat technologicalinnovationis,whyitisnecessary,andhow

itcantransformtheindustriesinwhichweparticipate. WehaveincludedAnexsysLtd,providingarangeof consultancyservicesandlegaltechsoftwaretolaw firms,corporations,andgovernmentbodies;EMMA InternationalConsultingGroup,agloballeaderinFDA consultingservices;FloraCoating,aninnovationdrivencompanythatpromotessustainablehigh performanceandmostadvancedcoatings; ChainSequence,Inc.,auniqueconsultinggroupwith extensivehands-onexperienceinhigh-tech manufacturingincombinationwithbroadconsulting experienceinSupplyChainmanagement;20Four7va,a providerofvirtualassistantstaffingservicesfor Ecommerceneeds;andlastbutnottheleastGoingClear Interactive,anin-houseBostondigitalgrowthagencyof designers,developers,marketers,andstrategistsoffering customerstoleadthequalitybusinessthroughtheright digitalchannels.

Otherthanthat,weareprivilegedtomention; BlockchainSpace; Citrus Informatics; MultiTech Systems; Denny Cherry,and Associates Consulting

Nottomention,thearticlescuratedbyindustryexperts andourin-houseeditors.

Happy Reading!

Sneha Sinha

Vishal Muktewar

Publishing Control Team Rahul, Shruti

Quality Assurance Team Abhishaj, Darshan, Sneha

Visualiser David King Paul Belin Co-designer Art & Picture Editor

Managing Editor Jennifer Winget Business Development Manager

Art & Design Head Amol Kamble Art & Design Assistant Deepanjali Jena

Editor-in-Chief Pooja M. Bansal Anish Miller Senior Editor Stephie, David Business Development Executives

Technical Head Jacob Smile Assistant Technical Head

Sales Executives Alice, Joe Amar Sawant

Priyanka Rajage Marketing Manager Joseph D'souza Technical Consultants Pratiksha, Aditya, David

Digital Marketing Manager Alina Sege Assistant Digital Marketing Manager Prashant Chevale

SME-SMO Executives Gemson, Uma, Manoj

Circulation Manager Tanaji Research Analyst Eric Smith

sales@insightssuccess.com September, 2020

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Insights Success Media Tech LLC 555 Metro Place North, Suite 100, Dublin, OH 43017, United States Phone - (614)-602-1754 Email: info@insightssuccess.com For Subscription: www.insightssuccess.com We are also available on : RNI No.: MAHENG/2018/75953

20four7VA

The most innovative business ideas are those born out of necessity. When entrepreneurs encounter an obstacle and recognize the opportunity to solve a problem in brave and creative ways, magic happens.

Catherine vanVonno President & CEO

Catherine vanVonno, President and CEO of Marylandbased 20four7VA, faced just such an obstacle. “10 years ago, my husband and I had a booming business but needed a bigger team to handle our growth,” Catherine shares. Instead of hiring the conventional way, she and her husband decided to look for an overseas virtual assistant. They tried direct sourcing platforms such as Upwork, Elance, and a handful of others, and were sorely disappointed. It took weeks to find, vet, and onboard their new hires. And worse, they had to spend a lot of time training the people they hired just to get their work to a satisfactory level.

A leap of faith

After experiencing firsthand how unregulated the freelance marketplaces were, the vanVonnos chose to try something new. Instead of wasting their resources on freelancers that had to be vetted, skill-tested, and trained, they realized that they could hire and train their virtual assistants themselves.

And they did just that.

The little experiment proved successful and they were able to grow their business with the help of a small team of virtual assistants. It wasn’t long before friends started showing interest in their remote workforce setup and approached Catherine for more details. “I realized that there was immense value in the concept of an offshore, online workforce and began working on a staffing model,” she explains.

An innovative solution 20four7VA, the company that was born from this outsourcing experience, is a full-service virtual staffing solutions provider. Catherine and her team handle every aspect of the client-VA relationship — from recruitment and training to onboarding, monitoring, and beyond.

20four7VA empowers business owners by giving them access to highly skilled and college-educated remote

workers at a fraction of the cost of hiring local employees. Its talent pool consists of pre-vetted, pretrained, and skill-tested Virtual Assistants (VAs) with excellent English communication skills and extensive experience in their areas of expertise.

It has been almost a decade since the vanVonnos hired their first virtual assistant and started 20four7VA. Since then, the company has grown by leaps and bounds. As of 2019, 20four7VA has helped over 1,500 clients from 61 industries, 199 cities, 10 countries, and 6 continents. It has also endorsed more than 10,000 VAs from over 200 cities in 34 countries.

“We aim to become the most trusted virtual staffing company for business services support,” says Catherine. “And I’m proud to say that we’re well on our way to achieving this goal.”

Empowering both business owners and virtual assistants

Unlike direct-sourcing platforms, the company aims to make outsourcing as quick and seamless as possible. Every virtual assistant in the 20four7VA talent pool has undergone a stringent vetting system and a comprehensive training program. The company’s services include fully guided hiring and on-boarding processes, ongoing VA monitoring, and an offboarding process that ensures data security.

20four7VA offers a free pairing service, which means that clients only pay after they have hired a VA. They also have a no-strings-attached 14-day trial period and a hassle-free VA replacement guarantee.

Every client-VA pairing gets a dedicated Account Manager who provides continuous support and quick resolution of any issues. An in-house Training Team makes sure that all VAs’ skills are kept current.

As a company, 20four7VA is as dedicated to its VAs as it is to its clients. “We want to ensure that our VAs are thriving,” Catherine says. “We conduct annual cost-of-living analyses, in-person town halls, free training programs, and other initiatives for their professional development.” 20four7VA also offers up-skilling programs for VAs and staff who want to expand their skill set.

A VA for every business need 20four7VA offers six VA service categories:

Administrative VA

Administrative Virtual Assistants take on the recurring tasks that are essential to business operations but don’t require an entrepreneur’s core skills. These VAs handle customer support, manage inboxes, and schedule appointments so that business owners have more time to focus on the strategic tasks necessary for growth.

E-Commerce VA

E-Commerce Virtual Assistants help business owners keep their online store running 24/7. Their tasks include product sourcing and listing, inventory management, order fulfillment, customer service, product review monitoring, and account management.

Podcast VA Podcast Virtual Assistants help podcasters grow their audience and business. They handle admin, content, and pre- and post-production tasks.

Telehealth VA Telehealth Virtual Assistants provide admin and support services to healthcare practices.

Specialist VA Specialist Virtual Assistants help entrepreneurs with branding, marketing, web design, market research, and other business development strategies. These VAs offer a wide range of creative and technical services, including graphic design, content marketing, SEO, and social media management.

Construction VA

Construction Virtual Assistants provide administrative, finance, business, IT, and marketing support for solo contractors and small construction teams.

Chasing excellence

According to Catherine, who manages an all-remote team of 40+ staff members and over a 100 VAs, she started 20four7VA because of two things: (1) she wanted to help small business owners scale up without going into debt, and (2) she wanted to help talented individuals, especially those in places where good job opportunities are scarce, find work with honest clients.

“When I started 20four7VA, profit was not my motivation,” she says. “I wanted to build a reliable company that would benefit both business owners and offshore workers.”

Catherine is currently working on establishing a ‘mastermind group’ of CEOs, business owners, and thought leaders in the virtual staffing industry. This firstof-its-kind group will be composed of virtual staffing experts who share insights and best practices with each other with the goal of lifting up the virtual staffing industry as a whole.

As for 20four7VA, the company is ramping up its operations to meet a surge in demand for talented remote professionals. With COVID-19 changing the landscape of work as we knew it, Catherine says that remote workers have become more valuable than ever before. 20four7VA will thus continue expanding its services, entering new verticals, and exploring new ways to support entrepreneurs everywhere.

ChainSequence

Today’sageofcut-throat

competitioncallsforevery companyandindustrytothink outoftheboxandemergewith promisingandinnovativeproductsand services.Thischallengealsoappliesto leadingsupplychainsolution providers.Theydeliverthebest servicesintermsofhighlyoptimized inventorymanagement,flexibility,and speedwithorderfulfillment, customization,energysustainability, andcompliance.Onesuchleading companyisChainSequence,Inc., whichfacilitateschangewithindustryleadingexpertiseinsupplychain/ S&OPplanningsolutionstobackitup. InaninterviewwithInsightsSuccess, thecompanyshedslightonitsjourney, variousofferings,majorfeatures,and futureplans.

1. Canyoutellusabouttheinception storyofthecompany,itsprogress throughouttheyearsanditsmission andvision?

ChainSequenceistheculmination ofseveralevolutionarycompanies, andwasfoundedbasedona collective50+yearsofSupply ChainandSalesandOperations planningexperience.BillMrzlak, founderofChainSequence,says, “Our mission is simple, but clear–we are committed to helping enterprises identify challenges, create innovative solutions, and

implement lasting improvements in Supply Chain processes to advance Sales and Operations goals.”After morethan10successfulyears,the firmhasheldtruetothismission. AlthoughChainSequenceinitially startedwithaheavyemphasisinthe high-techandsemiconductor industry,overtheyearsthefirmhas successfullyapplieditsbusiness model,knowledge,andexperience inotherindustries.ChainSequence continuestoexpandinelectronics, CPG,foodandbeverage,retail, educationdelivery,andeveninthe servicessector

2. Briefusaboutthekeypersonality (Founder/CEO).

FounderandPresidentof ChainSequence,BillMrzlak,is passionateaboutSupplyChainand SalesandOperationsPlanning (S&OP).Mrzlakbeganhiscareerin managementconsultingasmoreof ageneralist,butinthemid-90s,a formercolleaguepresentedhim withanopportunitytojoinanew firmspecializingsolelyonSupply ChainPlanning.Thisalsoinvolved supportinginternationalclient needs,whichwouldchangethe trajectoryofhiscareer.Takinga leapoffaith,Mrzlak’syearsof diligence,study,andnaturalaffinity forthisspecializedworkhaspaid off.After25+yearsinthisarena,

Billisatop-tierspecialist,currently amongtheleadingexpertsinthe complexartandsciencebehind successfulSupplyChainandS&OP planning.Asatalented communicator,skilledinthe nuancesofworkingwithmultinationalorganizations,Mrzlak continuestoleadstaffteamswhile incorporatingadvancementsin softwareandAItohelpclient partnersimproveoperationsand becomemorecompetitiveintheir respectivemarketplaces.

3. Briefusaboutyourproductsand servicesthatmakesyourcompany standaheadinthemanufacturing industry.

ChainSequencespecializesin SupplyChainandSalesand OperationsPlanning(S&OP). Withintheseareas,weofferthree primaryservices:

a.EducationandTraining

b.ProcessandOrganizational Development

c.ChangeManagementand SystemsDeploymentGovernance

ChainSequencehasfoundthat experiencecanbethebest teacher—notwocompaniesarethe same,andevendifferentbusiness

unitswithinthesameorganizationcanbeunique. Ratherthanuseaone-size-fits-all,cookie-cutter approach,ChainSequence factorsinorganizational, cultural,andgeographical differencesintoitsprojects,so thatbusinesssolutionsand outcomesmoreeffectively respondtoeachspecificclient’s challenges.

Mrzlakstressestheimportance oftherelationshipshebuilds withclientpartners,observing that, “Clients often forget that we’re consultants by the end of the project, because we become embedded within their organization.”However,he added,“It’s crucial we ensure our clients ultimately own the final process so they can continue executing it successfully long after ChainSequence is gone.”

4. Whatarethekeyattributes thathelpedtoovercomethe challengeswhichwerefaced bythecompanyduringits establishment?

TheworldofSupplyChain andSalesandOperations planningmanagement consultingisacrowdedone. ChainSequenceknewthe risksinvolvedincarvingout adomaininsucha competitivesandbox,as larger,moregeneralist organizationshavesubbusinessunitsthatdeploy thousandsofconsultantsto accommodatethegrowing demandinthisspace. However,thestarkcontrast betweentheselarger organizationsand ChainSequenceiswhatsets the

Bill Mrzlak Founder

firmapart,offering,inmanycases,a moreattractiveandeconomically viableoptionformanycompanies. ChainSequencedoesn'trelyon volumesofconsultingbodiestomeet internalcorporateprofitquotas;rather, thefirm'ssmaller,morenimbleteams areabletofacilitatemoreappropriate, client-focusedsolutionsthrough leadingexpertise,globalexperience, on-siteteamwork,andeducational knowledge-sharing.

5. Sharewithustheaccomplishments andachievementsofthecompany.

ChainSequence’slaserfocusthat targetssupplychainandS&OP challengeshashelpednumerous multi-billiondollarglobal corporations1)centralize, streamline,andimproveprocesses andoperations;2)achievein-house proficiencies;3)improve collaborationandaccountability acrossbusinessunits;and4)sustain continuousgainslongafter engagementsarecomplete.Other consultingfirmsmayhaveageneral knowledge,andsomemayeven havesomeproficiencyinthese areas,butChainSequencehas becomeanelitespecialist,withthe experientialbackground,expertise, andprovenresultsfromservinga diverserangeoforganizationsand industriesthatmoreconventional consultantgroupscan’tmatch.

6. Howdoesyourproducthelpclients improveproductivityand efficiency?

Asthesayinggoes,it’ssometimes hardtoseetheforestforthetrees, andthisistrueformany organizationsoutthere.Mrzlak says,“When your internal

organizations are dealing with the day-to-day chaos of producing and moving products out the door—within a stressful environment—to support demanding customers, it’s almost impossible to imagine that you can actually escape this environment.” Herecalled,“We had a client who would joke, half-seriously, ‘Strategic planning is anything outside of the end of next week.’

With this kind of mindset, the thought of change can be overwhelming.”Mrzlakstressesthat anoutside,expertassessmentis essentialinhelpingenterprisessee thebiggerpicturefirst,toidentify howthepiecesshouldfittogether, beforesolvinganyindividual problem.

ChainSequence’sstreamlined assessmentmodeltakesa pragmatic,surgicalapproachto improvingproductivityand efficiencymorequickly.“You can’t solve all problems at once, but creating point solutions without a vision of the bigger picture won’t work either,”Mrzlaksays,adding, “We help our client partners achieve incremental gains through a series of targeted solutions with an ultimate end-game in mind.”

7. Asanindustryexpert,whatisyour opiniononthefutureof manufacturing?Whatarethe possibilitieswecanexpect?

InChainSequence’sexperience,a company’sbusinessprocessisthe lynchpinsupportingtheoverarching SupplyChainplanningand manufacturingenvironments.Many organizationsstillstruggleto recognizethevalue—inintegration,

efficiency,speed,andquality control—thatclearlydefined processesbringtotheirbusiness. Technologyshouldbeincorporated intoeveryorganization’sroadmap toalleviatethispersistentproblem. AI,ML,IoT,dataintegrationand manyotheradvancedtoolscontinue toadvance,bringinghigherspeed, accuracy,andinsights.While technologyisnotthesolesolution andwon'tsolvetheissuesofabad process,assimilatingwell-designed technologyintoprocess improvementswillprovidethebest outcomes.

8. Wheredoyouseeyourcompanyin thenearfuture?

ChainSequenceisexpandingits servicestoassimilateadvancements indataanalyticsandtheuseofAI andMLintheplanningspaceto bestleverageandintegraterulesbasedsupplychainprincipleswith robustS&OPprograms.Thefirm's growingnetworkofdatascience partnershipscontinuestoyield promisingresultsinresearchand developmentonbehalfofour clientsbothintheU.S.and overseas.Workcontinuestofocus ondevelopingprogramsthat effectivelyimproveoperational performanceinsupplychain planningthroughprocessand technology.Asourexperience expandsindifferentindustrysectors andgeographicregions,thefirmis introducingcross-sectorsolutions thatmanyorganizationshavenot previouslyconsidered.

ANEXSYS

Offering Technology-Driven & End-to End Litigation Services

Though a relatively late adopter of technology, the

traditionally cautious legal sector is now changing gradually. As they move towards automation, technology is transforming law professionals to be more proficient. The advent of technologies has impacted every aspect of the legal field, starting from the corporate practices, courtroom operations to document management. Digital forensics, eDiscovery, electronic billing, e-filling are some of the areas wherein technology has improved the efficiency of professionals. Digitalizing the legal process also helps law practitioners to deliver a cost-effective service, that too in real-time.

However, to leverage the pervasive power of technology, one needs an expert, who is proficient in both technology and legal proceedings. It is the duty of such law technology firms or service providers to streamline processes that helps legal professionals achieve their goals.

Recognizing the surge in such legal consultancies, we had an opportunity to interact with Rob Crowley, Managing Director of Anexsys. This firm leads the industry with eDisclosure, digital forensics, among many other legal practices. The following conversation with Mr. Crowley provides insights into how technology is being used in practice of law and how his company differentiates from others.

IS Team: Give a brief overview of the company, its solutions and services?

Mr. Crowley: Anexsys is an independent legal technology consultancy that provides eDiscovery, digital forensics and litigation support services to law firms, corporations and government bodies in the UK and Europe. We specialise in custom software development and our in-house team design eDiscovery and legal technology solutions.

IS Team: How do you diversify your products/solutions in ways that would benefit your clientele?

Mr. Crowley: Our software development team enable us

to diversify the eDiscovery solutions that we provide to clients. We can combine eDiscovery technology with solutions from major cloud service providers (such as AWS and Microsoft Azure) as soon as they are released, giving clients immediate access to the latest technologies.

We have recently integrated software which enables the identification of personal information within documents and we have previously integrated numerous technologies into eDiscovery platforms, widening the scope of services we provide to our clients.

IS Team: Describe the experiences, achievements or lessons learnt that have shaped the journey of the company

Mr. Crowley: Since rebranding as Anexsys in 2013, our team has grown from 6 staff to over 50. During this period of consistent growth, our consultants have gained invaluable experience through the management of eDiscovery projects worldwide.

We have received multiple nominations for innovation awards within the eDiscovery industry for the bespoke applications we have built for Relativity. Receiving this recognition has inspired the ethos of the company and we to continue to push boundaries and expand the capabilities of eDiscovery technology. This has led to the development of our own eDiscovery platform Entity which was built over the last two years. Entity is a cloud-based legal technology platform for lawyers. It simplifies eDiscovery and incorporates a variety of cloud technologies.

IS Team: How does the company contribute towards assisting developments in the landscape of the discipline of Law?

Mr. Crowley: We aim to bridge the gap between law and technology for our clients and we have legally trained staff who ensure that our clients benefit from the technical services we offer.

Rob Crowley Managing Director

We provide legal updates to law firms and professional bodies. We have recently provided an update on the Disclosure Pilot Scheme (new disclosure rules applicable in the Business & Property Courts from 2019-2021) to the PNLA (Professional Negligence Lawyers Association) and to the Birmingham Law Society

We are members of ILTA (International Legal Technology Association) SCL (Society for Computers & Law) and UKLTA (UK Legal Technology Association). We aim to contribute to initiatives which bring the legal and technology sectors together and our consultants participate in panels and discussions focussed on the application of eDiscovery technology.

IS Team: Where does the company see itself in the long run and/or what are its future goals?

Mr. Crowley: Long-term our goal is to continue the journey we have been on since 2013 and to grow our team of highly-specialised technical consultants, who can overcome any challenge experienced by users of eDiscovery technology. We want to play an integral role in the development of eDiscovery technology and to create more solutions which are adopted industry wide.

IS Team: Considering the rising number of e-discovery solution providers, how does your company sustain its competency in the global market?

Mr. Crowley: We foster an environment of professional growth to ensure the continuous development of our staff. We welcome the increase in competition in the eDiscovery sector, knowing that it can only result in an improvement in the services we offer. Our track record of growth and delivery indicates our understanding of the market and how to address our clients’ needs.

We understand the importance of not standing still and ensuring that our clients have access to market leading technologies. We have recently partnered with Brainspace so that we can offer their cuttingedge analytics to clients, alongside cloud-based eDiscovery platforms RelativityOne and Entity.

THE CATALYST OF ANEXSYS

Having emerged as a leader in digital litigation services, the company attributes its success to Mr. Crowley. He has worked in the eDiscovery industry since 2009 and gained experience at two of the ‘Big Four’ consultancy rms (Ernst and Young & KPMG) before taking over as Managing Director of Anexsys in 2013 Mr Crowley has overseen the company ’ s consistent growth in terms of turnover and personnel whilst at the same time building a team of experts renowned for innovation in eDiscovery.

Under his leadership, the company has built software applications which have been adopted sector-wide, widening the scope and application of eDiscovery technology for law rms, eDiscovery providers and corporations alike.

What others say about Anexsys?

“Anexsys combines a deep technical understanding of the Relativity platform with excellentprojectdeliveryskills.”

-Ben Shellie, CEO of Intelligent Voice

“Our exciting new partnership with Anexsys highlights our commitment to the UK market and we are keen to support the innovative approachofAnexsys.”

-Dean Kuhlman, Vice President of Sales at Brainspace.

“It’s always great to see a long-time Relativity partner say ‘yes’ to the growth possibilities of RelativityOne. We’re excited to see how they leverage the extensibility of the platform to further build out their suite of innovative ediscoveryservices.”

-Steve Couling, Managing Director and VP Sales EMEA at Relativity

Digital Transformation

Theworldhasgonedigital,andthere'sno returning.Nearlyeverybodyusesamobile phonenowadayswhichassiststhem consistentlytohelpdecide,discoverbrandsto purchasefromorgetfamiliarwithanitem.

Today,theorganizationsthatarereadytoutilize technologyandre-evaluatetheirplanofactionfor thefuturebyoptimizingdigitaltransformation, willbeonesinfrontoftheircompetition. Whilethismaylooklikegreatchange,butit presentssomenovelchallengesfororganizations. Hereweshareprobablythegreatestchallenges facedbytheever-evolvingdigitalworldandgivea wayaheadtoeach.

#1Challenge TheChangingCustomerExperience

Weliveinanexperientialeconomy.Likenever before,clientsupholdhowtheyexperiencebrands. Thatstretchesouttobothontheweb(online)and offlinestores,justassocialmediaorother potentialtouchpointsalongtheway.Furthermore, mostorganizationsagreethatclientassistancewill besimplythekeywaythattheyseparatefromtheir rivals.

ormation

ChallengesintheTimeofCrisis

Thewaytochangeistobuildingaclientexperiencefrom thebaseup.Yourobjectiveoughttobetozeroinonclient ventures.Ifyouenhancethetouchpointsalongthis excursionratherthanonlyattemptingtowindeals,atthat pointyou'llhaveasuperiorpotentialforsuccessatkeeping clientsaroundlonger Thisgivesthechancetoimprove dealsandmaintenance,whichmeansstabledevelopmentin theyearstocome.

It'slikewiseimperativetoconsiderwhatwecallthe "specialtyoftheclientexperience."Thisexpectsyouto investigateyourpresentnearness,anddiscoverapproaches tosurveythedegreeofdelightineveryclient's understanding.

#2Challenge

EmployeePushback

Peopleareoneofthemainstaysofthebusiness.Youcan't achieveyourobjectiveswithoutthehelpofthewhole organization.Thesupersedingworryformostorganizations consideringadigitalpushisemployeeadoptionandhowit willaffecttheorganization'swayoflifeandhierarchical structure.Hugenumbersofyour"privilegedfew"of employeemayfeelthattheiractivityiscompromisedby thesechanges,whichwon'tbeusefulforassuranceor efficiency.

Additionally,there'sanoteworthyabilitygapwithregards tofinishingthekindofprogressthatmostorganizations need.Thehandypeopleareasofnowbusywithotherbasic assignments,andcan'tbesavedtofueldigitalortrain others.

Incaseyouneedtomakeanorganizationculturethatlimits representativepushbackandspotlightsonbeingagile,you havetofabricateaclient-drivenculture. Choosetoworkonthesethreeessentialfields:

Customeradministration

Employeepreparationandimprovement

Culture

#3Challenge

OmnichannelAdaptation

Nowadays,clientsbouncefromchanneltochannelwhen makingapurchase.They'lllookonyoursite,searchfrom cellphones,orevenstopbyyourstorejusttopurchase onlinelater.Thatimpliesextendingyourbusinessbyselling oncommercialcenters,yoursite,andthroughotherdigital methods.What'smore,itadditionallyimpliesthatyouhave

tobuildupawideassortmentofchannelsforhelp,and afterwardembraceaclientcommitmentframeworkthat takesintoaccountomnichannelselling.

#4Challenge PoorAnalytics

53%ofpresentdayorganizationsaredisappointedwith theirexaminationcapacities.There'smoreinformationto gatherthananytimeinrecentmemory,andneglectingto gaugethecorrectonescouldendinadisaster.

ImplementAItechnologiestohelpimprovedatacollection andpersonalizationendeavors.AIandchatbotsareasof nowchangingthewayinwhichorganizationscrunch informationandcustomizediscussionswithclients,andit won'tbelonguntilthistrainingisinescapable. It'sasyetworthproceedingcautiouslyintoAI,howeveryou havetobeginlookinginthenearfuture.Betteranalytics impliesbetterdecisionmaking,andtheestimationofthat can'tbedownplayed.

#5Challenge LegacyBusinessModels

Yourbusinessdependsonaproductandrulesthathave permittedittosurvivetothepresent.Inanycase,nowand again,thatlegacycanweightevenmorethananasset. Gettingfreefromyourlegacyframeworkattheopportune timeisbasictobuildingyourselfupinthisdigitalworld. What'smore,mostadvertisersfeelthatlegacyframeworks areasofnowhamstringingclientexperienceendeavors.

There'snoone-size-fits-allanswerforthislegacyissue.It willrequiredevelopment,aneagernesstoacknowledgethe danger,andagreatdealofhardwork.Trynottoletthe narrativeofyourbusinessendwithaninabilitytochange.

Conclusion

Thedigitalworldwillconsistentlybechangingand developing,andit'sdependentuponyoutochangewithit. Trynottoletthechallengesyourbusinessfacesintoday’s digitalworldbecomeoffbeatdetours.Rather,facethem headonandfindinnovativesolutionswhichwillfuel accomplishmentforaconsiderablelengthoftimetocome.

-Shruti P Jambhale

EMMA International Consulting Group, Inc.

Taking Care of Your Quality, Regulatory and Compliance Needs

Countriesallovertheworldhavebeguntheprocess ofreopeningamidsttheCOVID-19pandemic.The firstfewmonthsthisyearsawcompletelock-down inseveralcountriesbringingnormallifetoahaltand puttingahugenegativeimpactontheglobaleconomy Evenasstepsarebeingtakentorestorenormaleconomic activitieswithnewsocialnorms,thoseintheLifeSciences industryareawareoftheworkthatstillneedstobedone.

WhiledevelopingavaccinebyPharmacompaniesisjust onepartofthehugetaskahead,readyingtheother industriesastheytrytogettheirworkforcebacktowork alsorequireseffectiveguidelines.AsCOVID-19continues tospread,manyindustriesarefindingthemselves scramblingtodowhattheycantoassistinprotective measureslikePPEshortages.

Michigan-basedEMMAInternationalConsultingGroup (EMMAInternational)believesthatitistheirroleand responsibilityduringthistimetocontinuetobeatrusted resourcetoassistcompaniesinnavigatingtheseuncharted waters.Thecompanydoesthisbyleveragingitsdeeply rootedexpertiseandrelationships.

InMarchofthisyear,EMMAInternationalwasselectedto serveontheOaklandCounty,Michigan“SavingBusiness, SavingLives”grantreviewpanelastheexpertinFDA compliance.Thisfundinghelpedcompanieseitherscaleup productionorpivottoproducePPEs.Todate,thisgranthas awarded$519,000with$1millioninfundingapprovedby TheOaklandCountyBoardofCommissionersandCounty Executive,DavidCoulter.

AbouttheCompany

Overtheyears,EMMAInternationalhasemergedasa globalleaderinFDAconsultingservices.Itfocuseson quality,regulatory,andcomplianceservicesforthe Biotechnology,Pharmaceuticals,andMedicalDevice industries.Itprovidesspecializedservicestosatisfyall qualityandcomplianceneeds,whicharebackedby extensiveknowledgeandindustryexperience.

EMMAInternationaliscertifiedasaWomen’sBusiness Enterprise(WBE)throughtheWomen’sBusiness EnterpriseNationalCouncil(WBENC).ItisalsoISO

9001:2015certifiedforitsqualitymanagementsystem. ApartfromawidereachandcapabilityinFDAcompliance, thecompany’scorecompetencyliesinitsabilitytodevelop andimplementintegratedQualityManagementSystems (QMS)thatconformtoamultitudeofinternational regulatoryrequirementsand/orISOstandards.AsFDA regulationsbecomemorestringent,EMMAInternational strivestoservecompaniesacrosstheglobebyhelpingthem developanindividualizedplantomitigatemajorchallenges inimplementingQMSprocesses.

AdeptLeadership

Thetwoco-foundersofEMMAInternationalwantedto createacompanythatprovidedatruemanagement consultingexperiencefortheLifeSciencesindustry.

KiraJabri,MPH,MSWisaco-founderandservesas EMMAInternational’sCEO.Mrs.Jabrihasoversixteen yearsofexperienceasahealthcareprofessionalculminating extensiveexperienceandknowledgeofFDAregulated industries.SheisresponsibleforoverseeingEMMA International’songoingoperations,strategy,and development.

Mrs.JabriservesontheadvisoryboardofMedicalMain StreetandalsoontheMembershipandDiversityNetwork committeesofMichBio.Additionally,sheisoneofthe foundersoftheMichiganMedicalDeviceInnovation Forum(MMDIF),whichfocusesonconnectingmedical deviceprofessionals,entrepreneurs,andmanufacturersto discusssomeofthecurrentchallengesandopportunitiesto advancethemedicaldevicesectorinMichigan.

Dr.CarmineJabri,PhD,MSJ,MSQM,MHA,theother co-founder,servesasEMMAInternational’sPresident. Dr.JabriisanexperiencedHealthcareandQuality Assuranceprofessionalwithmorethantwentyyearsof experienceinimplementing,improving,anddirecting QualityManagementSystemsandHealthcareOperations. HiscareerincludesexpertiseinthePharmaceuticalsand MedicalDeviceindustries.

Dr.Jabri’sextensiveknowledgeofregulationsand guidelines,coupledwithhistrainingandfacilitationskills, helphimleadtheteamofEMMAInternationalconsultants

Dr.CarmineJabri President KiraJabri CEO

Fighting the Pandemic

“In March of 2020, as the Covid-19 virus began to close down the Michigan economy, it was evident that PPE was in critical demand among Oakland County’s health care workers and first responders. In response to this critical need, Oakland County Economic Development launched the first of its kind grant fund for companies that were converting or pivoting to produce critically needed PPE. The propose of the Saving Businesses/ Saving Lives grant was to help Oakland County small businesses boost their PPE manufacturing capabilities.

The fund had $1 million allocated to it and the need was to find someone who would lead a review team of experts with impeccable credentials and credibility for wise allocation. Dr. Carmine Jabri willingly volunteered to be part of the SB/SL grant review committee. He has, by now, donated many late nights and weekend/ holiday hours to assure the success of the program.

Through insightful questions, a deep understanding of the medical device, FDA and entrepreneurship and a balance of technical knowledge with real empathy for the entrepreneurs, Dr. Jabri has proved to be an invaluable member of the Oakland County Saving Businesses/ Saving Lives grant program.” –

Greg Doyle, Manager, Oakland County One Stop Shop Business Center

tohelporganizationsimprovetheir qualitymanagementsystems,reduce costs,reduceerrors,andcomply withfederal,state,andinternational standardsandregulations.Dr.Jabri isaninternationallysought-after qualitysystemsexpert.

StrivingfortheUltimateGoal EMMAInternationalanticipatesthat ArtificialIntelligence(AI)/Machine Learning(ML)willplaya significantroleintheLifeSciences industry.Inparticular,themedical deviceindustryisonthevergeof someamazingtechnological developmentsthatincorporate AI/MLintheircomposition.

Goingforward,onecanexpectto seeEMMAInternationalbecomean innovativepioneerintheindustry “Wewanttobecomeathinktankin thelifesciences’innovative technologyspace,andfurther nurtureourstrategicpartnerships andalliancestowardsharedgoals. Ultimately,effectingchangeona globallevelisagoal,”concludesthe team.

“Our mission is to provide significant value to your operations and leave you completely satisfied that your expectations were fulfilled. “

2020's Most Innovave Companies to Watch

MARGARET HIRSCH

A ceaseless legacy

Hirsch’s is a truly South African family business Founded 41 years ago by Allan who is the Chairman, it is the largest independently owned Appliance and Electronics retail outlet in South Africa. Margaret is Executive Director of the company, son Richard is CEO and daughter Luci - Brand Manager

Hirsch's was not created overnight. When Margaret lost her job as a receptionist and pregnant with her first child, she and Allan needed to plan for survival. Allan had been working as a refrigeration repairman, but this would not have been sufficient to provide for the family. Allan suggested they start their own business. It started off as a refrigeration and air conditioning repairs shop and eventually, they were opening one store after the other. Today you will find Hirsch’s stores scattered around the country. In Gauteng (11), KwaZuluNatal (6) and Western Cape (2).

Margaret regards herself as a “jack of all trades”. She has done selling, invoicing, demonstrating, deliveries,

installing, and generally taking care of almost everything at Hirsch’s for the past 41 years

She doesn’t have an office at any of the 19 branches. But before the pandemic, she visited each of them every week – joining the staff on the floor to get involved with customer queries, and enjoying every minute of it. “Keeping our customers happy and providing them with a unique, hands-on service has helped our business grow and we are continuously finding ways to improve our service to them.” She says. She is itching to get back on the floor to join her customers and staff when the time is right.

Her knack for empowering everyone involved with the company is inspiring. In 1994 Hirsch’s decided to empower their drivers. The company sold its trucks to the drivers at a low price over an extended period. The ripple effect of this was that more than 20 delivery businesses have started up over the past 21 years, and these delivery businesses now employ

more than 800 people

With more than 2 000 people in their employ, Hirsch’s mostly invests in turning their staff into motivated employees with sound goals. Objectives that are encouraged, including investing in their own homes to live comfortably. Values that are embedded with the staff are honesty, integrity, and loyalty

As far as a recipe for success goes, there are intriguing points of difference in this family operation. The company has honed the concept of customer care to a unique level. It starts with building customer loyalty that made Hirsch’s a household name. The approach being that Hirsch’s is not just about shopping. They aim to add value to the shopping experience by hosting functions and demonstrations instore that revolve around the product. This is driven by embracing 21st-century technology and social media platforms

Customers are drawn to follow Margaret on their website and social media. On the website she provides entertaining and lifestyle sections

on motivation, content for businesswomen, a sound cloud, and blogs on recipes, decor, and fashion. These sections are not trying to sell anything. They merely add value with a wealth of useful content to be enjoyed by followers.

Before Covid-19, Hirsch’s stores ran active community involvement projects like networking sessions for local entrepreneurs, training sessions for domestic workers and regular cookoffs by children in-store, or Margaret teaming up with celebrities for fun culinary experiences

The networking programmes facilitate businesswomen and men to connect, share knowledge, and support each other. Successful business people in the community or Margaret herself regularly do a talk on their business model, providing motivation and business tips useful to the audience. During Lockdown, Margaret has held these networking sessions in a virtual setting, and the response has been exceptional.

During networking sessions, wannabe entrepreneurs often ask Margaret about borrowing capital to start their business. She believes entrepreneurs should never borrow money to start a business. She says, eventually they would need to pay back the money with interest. “Start slowly, use the money you have. Get what money you can, sell everything. And every cent you make, you plow back into the business ”

In the day-to-day business operations, Margaret savours customer interaction. “What I love in our industry, is seeing two and sometimes three generations from the same family coming through to furnish their homes with us ”

There is also no short supply in social responsibility drives by this brand. Margaret has been involved in promoting the Girls With Dignity project to support young girls throughout the country who used to be absent from school while menstruating. Following extensive talks at schools, motivating girls to

attend school, attendance has increased from 40% to 80% and their marks have also improved dramatically

Another initiative is the Margaret Hirsch Women in Business Achiever of the Year Award.

Businesswomen in each of the areas where

Margaret Executive Director

Hirsch’s operate are recognised for their achievements in the workplace. Margaret established the competition after she saw how well her business did and how winning many awards herself - gave her an edge over her competitors. “Winning these awards has been wonderful – both for Hirsch’s and for me personally, and I would like to see this happening to other women in business ”

Empowering women and helping them to realise their true wealth is something that she thrives on.

An example is Anna Mhlanga, an aspiring baker who she met at her Meadowdale store several years ago.

Margaret told us the story.

“Anna is the wife of a preacher and she needed to find something that

would help boost the family income

When she came to see me at the Hirsch Meadowdale branch, it was to get ideas on how to start a baking business. It was something that she was passionate about but didn’t know how to go about building a business around it.

I suggested that she start out making something she was comfortable with and selling. She started with cupcakes and before long she was getting large orders. She was also approached to make speciality cakes –wedding cakes in particular. She put herself on an icing course and then set out to make and sell the cakes. Before long she was tripling her profit and the orders kept coming in.

At one of our meetings she explained how much she enjoyed baking and had thought about starting up her own baking school. I agreed that it would be an excellent idea and together we put together a programme where she would hold lessons at one of the

Hirsch branches that had a kitchen. This was in Centurion.

Anna started with a small group of women and gradually the group grew. She passed on her knowledge of baking and icing and charged the women a flat rate to attend the lessons. Although she continued to make speciality cakes, she found that she got some much pleasure out of teaching that she asked if she could do lessons at one of our other branches.

When the ladies who attended the Centurion branch baking lessons graduated I attended the graduation and was delighted to see that they had brought their children along to watch the ceremony and applaud their mothers for their achievements. It was also clear to me that they would all have a good grounding for becoming entrepreneurs themselves. The women who attended the course have all ended up with successful baking businesses of their own.

Anna took her baking business to our Brakpan store where she continued to teach baking skills to the local community. These women also graduated and have ended up running their own baking businesses. One, Abigail, holds regular classes at our Brakpan branch and has regular orders for her wedding cakes

Anna’s husband was transferred to Somerset West three years ago and we agreed that she continue with her lessons there. She had an influx of Zimbabwean women coming

through for lessons, many of whom were destitute and had to support their families. They were determined to make the most of their lessons and become breadwinners for their families. They have all done extremely well with their baking businesses and some have gone on to teach baking skills themselves. Others have gone the health route and devised healthy menus for families on a shoestring. Once again it has been hugely gratifying to see the reaction from the children of these women. All have seen how hard their mothers have worked and are on a path to achieve goals of being equally hard-working and successful.

ears ago.

Margaret has become a leading example to businesswomen in Southern Africa – coming from a humble background to co-founding and running the family’s multimillion rand appliance and electronic retail operation. She has been recognised with a multitude of business awards, including two Lifetime Achievement Awards in business and entrepreneurship

This leading businesswoman believes that entrepreneurs could make a difference in the future of the country. “I am passionate about business. I am passionate about South Africa and I think we as a country need to be strong. We as South Africans have to be entrepreneurs.”

FLORA COATINGS

Smart and Sustainable Coatings

Alltheman-madesurfaceshave onethingincommonandthat iscoating.Athinlayerof coatingoverthesubstratematerialis expectedtokeepthesurfaceand materialunderneathprotectedandfree fromtheaggressiveenvironmentthatit isexposedto.Whiletheyoffer longevitytosubstrates,thesame cannotbesaidabouttheirinteraction withtheenvironment.

Severalcoatingsavailableinthe marketusesolventsthatemitVolatile OrganicCompounds(VOCs),which pollutetheairaroundus.With commonpeopleandregulatory authoritiesareseekingenvironment friendlyproductsinallwalksoflife, thecoatingsindustryhasalsomadea transitiontowardsdevelopmentofEcofriendlycoatings.

FloraCoatingsLLCisonesuch innovation-drivencompanythat developsandmanufactureshigh performancesmartsustainable coatings.Withahighly-trainedteamof coatingexperts,thecompany manufacturesanddeliverssafer alternativestothetoxiccoatingsand paintsthatareinuse.

CarvingitsNiche FloraCoatingsLLCisastart-up companyoperatingintheheartof Phoenix.Companyisfocusedonthe developmentandmanufacturingof novelhighperformancesmart sustainablecoatings.Itaimstodevelop productsthataresinglecomponentand readytousethatshalleliminateor minimizetheunwantedwaste generationduringmanufacturingand

useoftheproducts.

Sinceinception,thecompanyhasbeen workingtowardsitsvisiontobecome theworld’smostadvancedcoatings companywithproductsthatare environmentandhumanfriendly. Sustainabilityhasbeenthekeyandan inspirationforallitswork.

FloraCoatinghasastrongtechnical advisoryboardconsistingofhighly influentialpersonalitieswithdeep knowledgeandunderstandingof corrosion,coatings,materialscience, bioscienceandmechanicsofmaterials. Similarly,companyhasbusiness advisoryboardwithapexlevel businesspersonalitiesfromleading organizationswhoadviceourcompany regularlyonbasicbusinessapproach. Collectively,theteamatFlora Coatingshasover20yearsofresearch anddevelopmentandadvanced materialsmanufacturingexperience.

AnInquisitivePersonality

Dr.AtulTiwari,theChiefExecutive OfficeratFloraCoatings,isconferred FellowatTheRoyalSocietyof Chemistry.Previously,Dr.Tiwarihas servedasaresearchfacultymemberin theDepartmentofMechanical EngineeringattheUniversityof Hawaii,USAandattheArizonaState University.Hehasachieveddouble subjectmajors,inOrganicChemistry aswellasMechanicalEngineering.He hasalsoreceivedPh.D.inPolymer MaterialsSciencealongwiththe earnedCharteredChemistand CharteredScientiststatusfromthe RoyalSocietyofChemistry,UK. Dr Tiwariisanactivememberof

severalprofessionalbodiesintheUK, USA,andIndia.Hisareaofresearch interestincludesthedevelopmentof smartsustainablematerialsincluding highperformancesilicones,coatings, grapheneandbio-inspiredbiomaterials forvariousindustrialapplications.Dr. Tiwarizealtodevelopnewmaterials andhascreatedoverteninternational patentedtechnologies.Heisalsoa winneroftwobusinessplan competitionsintheUSAandhave createdsmallbusinessesinthepast. Additionaaly,hehaspublishedover75 researcharticlesinpeerreviewed journals,trademagazines,conferences andhavealsopublished19bookson topicsrelatedtoscienceand engineering.Hehasalsopublished5 booksonadvancedcoating technologiesthathavegainedhigh reputation.

CateringGlobalNeeds

FloraCoatingshasdevelopedasingle component,readytouse,environment anduser-friendly,high-performance UniversalCoatingTechnology The liquidsmartsustainablecoatingscan beappliedtoawidevarietyof substrates.Throughrigorousresearch anddevelopmentprotocolsincoating technology,Floraisconstantly developinghighlysuitablealternatesto harmfulchromiumproductsthat usuallyinitiatethecorrosionofthe expensiveitems.Withitsunique approach,Floraisproudtobeoneof thebestandefficientcoatingproviders fordifferentpurposesincluding households,architecture,marine, medicinalequipment,andautomotive. FloraCoatings’businessencompasses amajorityofthechallengingfields

wherespecialcoatingsarerequired acrosstheworld.Itprovidescoating solutionsthataresustainableaswellas long-lasting.Itsbalancedapproachto servingeachprojectwithqualityand precisionhelpsitextractthedesired coatingresultineverycase.Ithas upstreamanddownstreambusinesses withglobalpartnersthatfurthermake itamorerenownedandacknowledged coatingsolutionproviderintheworld. Flora’sglobalreachgivesitaccessto newtoolsandtechnologiesthatit leveragestodevelopnewand improvedcoatingtechnologies.It operatesbusinessesacrossdifferent platformsanditsservicesencompass variousoperations.Themainareasin whichitprovidescoatingproductsare Architecturalcoatings,Marine coatings,Automotivecoatings, Aerospacecoatings,Healthcare coatings,andSpecialtycoatings

Ithasbothscaleandresourcesto delivererror-freecoatings.Its continuousresearchanddevelopment processensuresthatitprovidesoptimal coatingproductstoassetowners, contractors,applicators,andfabricators acrosstheworld.

PlethoraofProducts

Atpresent,companymanufactures fourpatentedproductsforvarious applicationareasincludinganticorrosion,heatresistant,icephobic, healthcare,heatexchangers, electronicsandhomeappliances. Flora’sproductscatertodiverse industries'demandsandattendto differentrequirements.Theyare categorizedas:

Corrosion Barrier Coatings – withthe surgeintheuseofaluminum,the corrosionpreventionofaluminum alloysbecameachallenge. Historically,aluminumalloyshave beenprotectedwithchromate conversionsurfacetreatmentsor coatings.Buttheuseofhexavalent

chromateionshasnowbeenregulated. FLORYL™coatings,byFlora,arean environment-friendlysolutionto protectaluminumalloysfrom corrosion.

Antimicrobial Coatings – The exponentialgrowthofthehuman populationhaspushedscientiststo developapermanentsolutionforever occurringmicrobialactivities. ScientistsatFlorahavedevelopeda novelformulathatcanbecoatedon almostanysurface.TheINVESIL™ coatingformsastrongbondwiththe substrateandprovidesanti-scratchand antimicrobial*properties

Biomedical Implant Coatings – There isasurgeintheneedformetallic biomedicalimplants.Theservicelife

spanofsuchimplantsishighly unpredictableasservicecondition variesfromonepersontoanother The abruptfailureofsuchimplantscould beextremelypainfulandexpensive. FlorahasdevelopedINVESIL™ coatingthatcanprovidecorrosion protectiontometallicimplantsandis compatiblewithbiologicalfluids.

Anti-fingerprint Coatings – Florahas developedauser-friendlytransparent AVIRAL™coatingthatcanbeapplied onpracticallyanysurfacejustby wipingitwithawetcloth.Thedried coatedsurfacewon’tstickany fingerprints.Thesurfacewillshinelike glassandwon’tscratcheasily.

Anti-fouling Coatings – Shippingand marineindustryisdesperatelylooking foranenvironment-friendlyoptionto preventextensivebiofoulingactivities. Theuseoftincompoundshasbeen regulatedandthereisnoviable alternative.FLORYL™Coatingsisthe perfectsolutiontoprotectbiofouling activity

High-Temperature Resistant Coatings

– High-temperatureceramiccoating canbeappliedtoenginecomponents andexhaustsystemstoprevent damagesatelevatedtemperatures. Flora’sceramiccoatingscanwithstand over2000degreescentigrade temperatureandhaveimpressive abrasionresistance.

ApartfromtheseinnovativeSolventBorneSmartSustainableCoating Products,FloraCoatingsalso manufacturesbest-in-classsanitizers. ScientistsatFloraCoatingshavebeen workingonanewcoatingtechnology thatcouldpotentiallyrevolutionizethe industry.Withunprecedentedresultsin thelab,itwouldn’tbelongenough beforethecompanyintroducesittothe market.

“

“

We are determined towards inventing the cutting-edge coating technologies that have never been envisioned earlier.

Dr. Atul Tiwari Chief Executive Officer

What will the world of commerce be like after the COVID-19 Crisis?

There’sanexpressionbasedonanapocryphal

Chinesecurse,“mayyouliveininterestingtimes”. Thechaosandunpredictabilityofinterestingtimes canbeanightmareforconsumerbusinessesacrosssectors, andthishasbeenoneofthemostinterestingtimesfor businessinlivingmemory.

WithCOVID-19,everythinghaschanged,andeverybrand hasthesamequestion:Consumerbehaviorisshifting drastically,butwhatwill‘stick’post-pandemic?

Atbuzzback,we’reobsessedwithsuchchangesin consumerbehavior–whotheyareandhowtheyliveand feel,andCOVID-19hasonlyamplifiedourobsession.We arerunningseveralconcurrentstudies,includingaweekly tracker,touncoverhowCOVID-19willimpactconsumers, andimportantlyourclients.

Somekeythemes: Ourdatashowsthatalthoughweareseeingsomelightat theendofthetunnel,morethantwo-thirdsofconsumersin theUSstillestimatethepandemicwillimpactthemforat leastanotherfivemonths,andmorethanthreequartersare stillconcernedaboutthepotentialofasecondwave.This willhaveanimpactonwhattheybuyandhowthey approachbrandloyalty

Asaresult,clientsacrosseverysectoraretryingtofigureit out–someracingtoresearchtogetaheadofconsumer shifts,andotherspausingbecausetheyfeartheconsumer’s mindsetisdifferentandit’snottherighttimetodo research.

Hereareadditionalbroadstrokechangeswearewitnessing, evidencedacrossourwork:

Ÿ Food&Beverage–Alcohol&snackinghasbeenon therise.Itmaybenosurprisetoknowalcohol

Ÿ

consumptionhasrocketedduringthelockdown,with 42%consumersstatingtheyaredrinkingmorethan usual.Ourresearchfound40%aredrinkingmoreon weekdays,30%havestarteddrinkingearlierintheday and30%admithavingmorealcoholathomeisleading tomoredrinking.Keytriggersincludealleviatingstress andboredomandnegativethinking.Interestinglyfor brands,consumersseemtobegettingmore experimental,with30%tryingnewtypesofalcoholand 30%tryingnewbrands.

Snackingandeatinghabitsduringlockdownhavea similarprofiletoalcohol,with47%USconsumers statingtheyaresnackingmoreduringCOVID-19.More thanhalfaresnackingmoreoftenduringthedayand admithavingmoresnacksathomehasledtomore eating.Forbrandsit’simportanttooutlinethatmorethan athirdofconsumersarefocusedonpriceandbuying more,butlessexpensive,snacks.Likealcohol,snacking triggersarecenteredaroundakindofrestlessnesswith morethanathirdofconsumerseatingmoresnacksoutof boredom,and18%tokeepthemselveshappy Top choicesincludecookies,chips,andicecream,with aroundathirdeatingthesetypesoffood,followed closelybycheese,candyandchocolate.

FinancialServices–morethanthreeinfiveareworried abouttheirfinances,witharoundathirdalsoworried abouttheirjobs.Theirattentionandconcernshave shiftedtosavingandthinkingaboutthefuture,andthey desirebrandsthatcanbe‘consultative’andprovide guidanceforthesefinancialneeds.Thisconcern dominatesallsectorsandpurchases.

Saysoneconsumer:“I feel as though I'm on a daily treadmill to continue earning money to pay for essentials. I also feel that I’m having to watch my finances closely so as not to run into problems. Above

As the Founder and CEO of buzzback, Carol Fitzgerald is an experienced senior-level executive with proven success in the management of both established and start-up companies. buzzback just celebrated its 20th year, realizing a vision for changing how consumers interact with marketers online, and focusing on making the research experience fun, engaging, and intuitive.

Its clients include the top 100 global FMCG, healthcare, and technology/financial services, dedicated to innovation and growth. Over the years, buzzback has repeatedly garnered a spot on the Crain's 100 Best Places to Work in NYC list as well as 2 years on the GRIT Top 50 Most Innovative Companies list. Carol is a recipient of the Enterprising Women of the Year and International Women's Entrepreneurial Challenge Foundation awards, both of which highlight her strong dedication to helping those in her community and female business owners through education, access, and mentorship opportunities.

About the Author

Carol Fitzgerald Founder & CEO

all, it’s a question of balancing income and expenditures carefully”

Ÿ Technology–morethanhalfareusingvideotoconnect, bothpersonallyandforwork,andtheyexpectthisto continueastheirneedtokeepclosetieswithothersis essential.Theyneedstrongpartners(brands)for services,withgreaterreliabilityandotherservicesto betterstayintouchandprovideentertainment(content, streaming).

Ÿ

Travel–travel,andhospitalityhavebeenespecially hardhit,asweallknow.Consumers,however,arestill optimisticaboutplanningfuturetrips,butshort-term, localwillrule.Thatmeanstotravelviacars,frequenting localvenuesformeals&socializingprimarily Those are'safer'alternativesinconsumers’minds.

Andwhentheydogetbacktotrips,theywilllookfor deals,plusimportantly,cleanliness,disinfecting,and sanitizingareexpectedinallvenues–brandswillneed todeliverandreassureonthisascostofentry

Ÿ Shopping–theywillcontinuetopurchasecleaningand sanitizingproductsandgetaheadofstockpilingsoas nottobeleftshortwithnosupplies–probablyno surprise.Morethanhalfsaytheyaresanitizing everythingthatenterstheirhomes.Andimportantly, theyalsoremainfrugal,asevidencedintheirconcern aboutfinances,theywillbeselectiveaboutpurchases andmaygravitatetovalue-brandsvsformerloyalties.

Somesaye-commercehasleapedforwarddecadesasa resultofCOVID-19andmoreandmorewillbe purchasedonlineinthefuture.Saysoneconsumer“I havedecidedtoavoidshopsalltogetherinfavorof onlineshopping,andI’mkeepingmyfingerscrossedI candothatuntilthingsgetbacktonormal…”

Ÿ Healthcare–whatwasonceskepticismaround virtuallyconnectingwithhealthcareprovidersisnow moreacceptedandbecomingmoreofthenorm.Only around1in10usedtelehealthservicesatthestartofthe pandemic,butmorethan60%saytheywillincrease usagegoingforward.Theneedto‘stayintouch’and ‘stayconnected’withpractitionersandtheywilladaptto bothonlineandin-personvisits.Andimportantly,more thanhalfalsosaytheywillrequirementalhealth

professionalservices,asfear,isolationandother emotionslinkedtoCOVID-19haveimpactedtheirdaily lives.Wearealreadyseeingbrandsstarttomarket aggressivelyaroundthisincreaseassleepaids,calming, wellness,andotherrelatedserviceshavebecomemore prevalenttotargetthesementalhealthconcerns.

Definingthe‘NextNormal’:

So,whatnext?Thenewnormalhasbecome‘thenext normal’intermsofhowrapidchangesinconsumer behaviorareimpactingbrandexperiences.Inshort,brands needtobuildtrustbridges. Asbusinessesbegintoreopen globally,andconsumersandclientstrytogetbacktosome semblanceofwhattheyperceiveasnormal,weexpectthere tobesomeprevalentthemesforallbrands(acrossall sectors):

Ÿ

Safety&hygieneisthenewcurrency–ithastobe cleaned,sanitized,anddisinfectedandprovide consumerassurancetosupportthis.Whetherit’stravel accommodationsorAmazondeliveries,consumerswill supportthosepurchasesandbehaviorsthatadhereto theirneeds.Theywillwantto‘feelsafe’with demonstratedreassuranceofthis.Safety&hygiene needstobepartofeverybrand'sconsideration–evenif it’showtheyinteractwiththeiremployees.

Ÿ

Valueisanewobsessionmakingitharderforbrandsto sustainpremiumpositionsandlong-termloyalty.Brands needtoconsiderhowconsumersaremakingchoicesin theircategory,andwhatthetriggerpointsarearound drivingbehavior

Ÿ

Empathystillrules–consumersdon’twanttosee anothersappyTVcommercialwithsomberpianomusic andhear‘we’reinthistogether.’ThereisaYouTube videofloatingaroundwithhowallCOVID-19adslook thesame.Nowisthetimeforbrandstofigureouthow toempathizeandstandoutfromthecrowd.This probablymeansmoreresearch–ofcourse!-oratleast greaterempathytoanticipatingtheirconsumerneeds, includingloyalandlapseduserstobuildgreaterloyalty.

Redening the Benchmarks of Graphic Designing

Inthisdayandageofeverything-digital,the screen—handheldordeskmounted—hasbecomea significantpartofourlives.Somuchsothat everythingyouneedarrivesatyourdoorstepwiththeclick ofabutton.Thisdigitalevolutionhasalsoprovided businesseswithopportunitiesthatpotentiallydrivethemto thepeaksofsuccess.If‘whatmakesthispossible?’iswhat lingersinyourmind,possiblythemostevidentansweris design

Everythingyouseeonthescreenisanideathatwas molded,polishedandexhibitedthroughgraphicdesign. Sincethetimewhentheinternetbecameaplacewherewe continuetospendthemostamountofourtime,graphic designinghasbecomeanindispensableaspect.Asend users,ourpurchasepreferenceshavebeenchanging significantly—thankfullyforthebetter—beingaresultof personalizedadvertisements,emailnewsletters,prolific digitalmarketingstrategiesandothercreativemarketing andadvertisingefforts.

Forbusinesses,toachievecustomer,userorsubscriber retention,graphicdesignhastobegiventhemostcriticalof thoughtandleveragethebestcreativity,followedbyexpert marketing,andacompellingwebsite.Nowthatthis importanceofgraphicdesignandadigitalpresencehas beenconveyed,allowustointroduceyoutoanorganization thatoffersyouallthatyouneed,underoneroof.

GoingClearInteractive,aBostonbaseddigitalgrowth agencyofdesigners,developers,marketersandstrategists, isdoingjustthatandmore.Thecompany’smissionisto powerthegrowthofthebusinessesandbrandsthatitworks with.Itdoessobylisteningandidentifyingthekey challengesitsclientsarefacingandthendeliveringand implementingsolutionstosolvethemanddrivetheir businessforward.

BenchmarkExpertise

AsaBoston,Massachusettsbaseddigitalgrowthagency, GoingClear’scoreservicesare:

Strategy: GoingClearexcelsathelpingcompaniescreatea clearandeffectivestrategyacrossdigitalchannelsthat deliversresults.

Creative: Whetherit’svisual/brandidentitywork,content production,supportingdesigncollateralorvideo production,GoingClearleveragescreativitytopowera brand.

Websites and Web Apps: GoingClearhastheknowledge, expertiseandinnovationreadyforwebdesignand

Our job is to help our clients position their brand in an optimized way and do better business through the right digital channels.

developmentprojects.

Digital Marketing/Advertising: GoingClearhelps drivemoreleadstotheclientwebsitewithcreative andprovendigitalmarketingstrategiesandtactics.

GoingClearbelievesthatatthecore,theUser Interface(UI)andUserExperience(UX)ofany website,webappandorthecreativedesignand messagingofanyad,designcollateralor creativeprojectitworkson,needstobespotonandalignedwiththecompanyorbrandit isworkingwith.Besides,itshouldrepresenta portionofthecompanyorbrand’smission througheveryoneoftheircustomertouchpoints.“We stay focused on clear results for any client or project we work on. To be clear and gain clarity at the initial steps of any campaign or creative or site build is key to confirming the success of any project we’ve worked on,” saystheteam.

DefiningExcellence

PaulJ.Scott,theCEOofGoingClearInteractive,also servesastheChiefBrandandDigitalStrategist.He overseesthesuccessofthebrandsandcompaniesthat GoingClearworkswith.Atthesametime,hecontinuesto growhisteamofcorevaluedsyncspecialistswhichallow continuedclientsuccesses. “With GoingClear Interactive being founded in 2001, it’s been a journey, but one thing always remains the same which is making sure we are adding value and growth to any campaign, website build, creative project or digital marketing/advertising project or account we are working on,” saysPaul.

J. Scott CEO

Asaseasonedleader,Pauladvisestheyoungentrepreneurs saying, “Get experience wherever you can. Complete projects for free just to grab that experience. The end result is that you want your portfolio to speak for itself. And, if I may be hypercritical on your work every so often to look back and think of a few ways of how it could be better. Then bottle those thoughts for every new design project you work on.”

InnovativeDesignsfortheFuture

Innovativedesignhasalwaysbeenatthecoreof GoingClear Toincitecreativityandkeepitflowing throughout,theyfeelthatspacetobreatheisthekeywhich needstobefollowedupbyoptimizingtheexperienceof designfromclientmeetings.Torethink,rightafteradraftis completed,isalmostanecessitywhenitcomestomore innovativedesign.

Withthatbeingthebaseline,thecompanyalsoseesARand VRasthenextstepontakingdesignintoamoreinteractive experienceforthebrandsandcompaniesitworkswith. “We’ve designed elements of AR experiences as well as VR experiences and are excited to see where it takes us! As a digital growth agency we care about the end results we deliver for our clients. We have a motto of only being as good as our latest project which then syncs our team to always be delivering the best we can during the life of any project,” concludesPaul.

Ifyou’dliketochataboutaprojectyouhaveinmind,feel freetogetintouchathttps://goingclear.com.

Paul