Efforts to improve the customer experience can deliver tremendous value, but temptations that can undo good intentions lurk in any change program. Resist seven common missteps.
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Tag Archives: McKinsey
When sustainability becomes a factor in valuation
Sustainability efforts are material to investors only to the extent they affect cash flows. What matters depends on the industry.
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Putting customer experience at the heart of next-generation operating models
The benefits of improved customer experience can be fleeting unless changes to supporting back-end operations are made, as well.
Digital is reshaping customer experience in almost every sector.
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Intelligent process automation: The engine at the core of the next-generation operating model
Full intelligent process automation comprises five key technologies. Here’s how to use them to enhance productivity and efficiency, reduce operational risks, and improve customer experiences.
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Keeping transformations on target
Analysis of high-stakes transformations reveals a few pragmatic lessons that increase the odds of meeting the organization’s objectives.
Any transformation worth the name starts with ambitious goals.
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How to succeed as a chief digital officer in pharma
The life-sciences industry is embracing digital to unlock innovation. We spoke to ten digital leaders at global pharmaceutical companies to understand how they focus their efforts.
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How to start building your next-generation operating model
Each company’s path to a new operating model is unique. But successful transformations are all constructed with the same set of building blocks.
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Deploying a two-speed architecture at scale
How can companies determine which technologies and processes to fast-track and which to leave alone? They need to identify their desired digital business capabilities and the role technology plays in supporting them.
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Idwell on Service Management 