close share links In the wake of last year’s COVID-19 shutdowns, information technology groups pivoted nearly overnight, launching technology-driven initiatives to enable remote work and distance learning. New customer experiences and new online sales channels followed close behind. Work smart with our Thinking Forward newsletter Insights from MIT experts, delivered every Tuesday morning. Email Address The moment was not just an exercise in fast-tracking technology deployments, it was also a test of companies’ ability to get employees and customers to embrace new forms of business engagement and interaction. “Unless organizations change, the technology really does nothing for the business,” said George Westerman, principal research scientist for workforce learning in MIT’s Abdul Latif Jameel World Education Lab.