In a matter of months, higher education institutions have had to reinvent themselves from physical hubs of learning to digital enablers of the student journey. And while no one knows exactly how the education experience will change in the future, it’s safe to say that colleges and universities need to be agile, adaptable, and flexible enough to embrace the “next normal” and future disruption.
Even before the current health crisis, institutions struggled with low enrollment and retention issues due to reduced federal funding, changing demographics, and students questioning the value of a college degree. Now, campuses of all sizes are expected to operate more like nimble software organizations—innovating quickly, scaling up virtual service centers, and putting infrastructure in place to support the always-on digital engagement needs of students.
Some forward-thinking higher education leaders have already taken steps to form wider and deeper ties with students. Although years behind most consumer
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