As COVID-19 becomes endemic in much of the world, operations leaders in service businesses see a revolution on the horizon. Rapid digitization, the rise of contactless operations, workforce “virtualization,” and innovation in talent sourcing are all creating an urgent imperative for organizations to reconfigure their operations. When the pandemic started in early 2020, organizations across the globe were forced to virtualize their workforces. The realization that legacy systems no longer worked effectively in this new environment led them to stretch the organizational fabric. Two years later, some organizations have begun to reimagine the tools and assets they need to put in…