Digital innovation and user feedback provide a catalyst to simplify products and customer experience, but to capture economic value, you need to take a further step: link the new experience to underlying operational processes. That requires an understanding of two things: what creates value across a given journey from the customer’s point of view (faster cycle time, personalization, cross-channel functionality, and so on) and what … [ Read more ]
Content: Quotation | Authors: Ewan Duncan, Shital Chheda, Stefan Roggenhofer | Source: McKinsey Quarterly | Subjects: Customer Related, Management
While companies often obsess about the “boxes and lines” of organizational structure, it’s more important—and significantly more difficult—to focus on processes and capabilities.
Content: Quotation | Authors: Driek Desmet, Ewan Duncan, Jay Scanlan, Marc Singer | Source: McKinsey Quarterly | Subjects: Management, Organizational Behavior
Digitization affects almost everything in today’s organizations, which makes capturing its benefits uniquely complex. Here are the most important aspects that winning companies consider.
Content: Article | Authors: Driek Desmet, Ewan Duncan, Jay Scanlan, Marc Singer | Source: McKinsey Quarterly | Subject: IT / Technology / E-Business