CX Toolbox

COVID-19 has led us to a nosedive to the bottom of Maslow’s Hierarchy of Needs pyramid. At its core,
this tried-and-true theory of human motivation suggests people are driven to engage in behaviors by a
hierarchy of increasingly complex needs.

Our sudden and massive shift to remote work environments has led to virtual leaders by the millions,
seemingly all overnight. This new virtual leader now has to address uncertainty on an epic scale, with high
levels of emotion and anxiety. At a time when the workforce has been displaced and is now in danger of
feeling isolated, the virtual leader has the added hurdle of keeping employees engaged in their actual
work, and from afar. Employee engagement is a crucial ingredient for productivity, a higher bar to clear
than the psychological and physiological needs for safety, security, food and health.
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