Shital Chheda, Ewan Duncan, Stefan Roggenhofer

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 ]

Driek Desmet, Ewan Duncan, Jay Scanlan, Marc Singer

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.

Six Building Blocks for Creating a High-Performing Digital Enterprise

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.