With COVID presenting unprecedented disruption across 2020 that socially distanced the world into enforced isolation and introversion, business liquidity remained of paramount importance. But, with no blueprint to draw from, protecting cashflow depended on business leaders like Caroline taking bold, decisive action in unknown circumstances that struck the right balance between accelerating to digital automation and leveraging human capital.
As global CEO of Kantar’s multi-million-dollar, award-winning Profiles Division, Caroline had already led the business through significant ‘fail fast, learn faster’ digital transformation in 2019. This included re-platforming the entire business and creating the largest single source of permission-based respondents (~100m+ individuals, 70+ markets) supporting the ~$14bn online survey market. But, as the global pandemic turned all ‘normal’ growth patterns upside down in early 2020, and signs of increasing employee anxiety and clients needing trusted answers to more questions faster and cheaper than ever before became palpably prevalent, Caroline knew that survival was going to take more than just 2019’s digital transformation
Recognising the need to pivot to a new understanding of personal and professional resilience, Caroline proactively role-modelled the emotional re-wiring needed to create a collective narrative of hope and catalyse bold collective action that ensured Kantar, the world’s leading market research agency, remained at the forefront of helping world-leading brands understand people and inspire growth, despite unchartered territories. Protecting the health and wellbeing of her employees always remained the #1 priority and started with enabling, in just two weeks, 600+ employees across the globe to work safely from home and stay virtually connected with each other and clients.