The background

The experience of lockdown during the COVID-19 pandemic has emphasised the criticality of areas including remote working, business agility, digital customer engagement, and supply chain continuity.

In the new post-pandemic reality, these aspects of business are permanently changed, and if enterprises are to prosper then they must focus on accelerating their digital transformation programs, strengthening their business and technology platforms, and empowering their remote workforces, while reducing operational costs in response to budget pressures and managing risk.

The Industries

This research report has given specific focus to the following industries and unfolds the findings for each specific industry, giving great insight for your business decision-makers.


Read why Digital advances have been key to ensuring service delivery and how the sector has made better Digital transformation progress than most others.

Financial Services

This sector experienced the lowest proportion of business closures across the study with a significant minority seeing business remain within a normal range.

Public Sector

Find out how the Sector has continued to provide the most critical services to the Citizens in times of emergency.

Consumer Retail

Retail and consumer businesses that were further along the digital curve were better adapted to maintaining sales during the crisis as well as ensuring higher levels of operational continuity.

Telecoms and Media

These companies quickly became “essential” services and continued operations due to high demand. The biggest challenge was keeping mission-critical network and business support systems online.

The Research

For this study, Omdia ran an online quantitative survey of decision-makers from 306 UK companies. The questionnaire was designed to examine enterprise attitudes to the impact of COVID-19 on digital innovation and business transformation, and provide thought leadership on how enterprise decision-makers can succeed in the post-pandemic world.

With the business landscape changing rapidly and the future uncertain, our eBook will equip you with the insight necessary to ensure the success of your organisation in the months to come. We feature original research, interviews with executives in market verticals including retail and public sector, and recommendations on a return to normal.

The four stages of recovery

The Covid-19 pandemic crisis has pushed almost every business into survival mode. Omdia surveyed decision-makers from 306 UK companies to understand their experiences The analysis shows there is now a four-stage journey to undertake.


The COVID-19 pandemic causes hard lockdown. Companies try to survive by protecting their revenue streams, maintaining their capabilities and capacity to produce, hanging on to their customers, and securing their supply chains. Second waves and future lockdowns may push companies back into survival mode.


When hard lockdown is eased, companies try to rebuild their operations toward pre-lockdown performance. They examine options to strengthen their digital offerings and connect to customers digitally. Part of the revive stage is a review of what they did during the hard lockdown to assess whether it should be continued, accelerated, or stopped.


While the pandemic continues, and after they have secured their ongoing continuity, companies rethink their digital and business models. They factor in changes in customer behaviours, stability (or not) of the supply chain, ongoing operational conditions, the possibility of further crises, and so on.


There is little chance of circumstances returning to pre-pandemic conditions. If a company is to prosper during the in-pandemic, and post-pandemic period, it needs to implement its revised and improved digital and business model.