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 ]
Content: Quotation | Authors: Ewan Duncan, Shital Chheda, Stefan Roggenhofer | Source: McKinsey Quarterly | Subjects: Customer Related, Management