Digitization at Scale
We help large organizations digitize end-to-end business processes and services that power excellent customer journeys.
We believe that the best approach to digitizing a business is to focus on the processes that are needed to deliver a great customer journey (the set of interactions a customer has with a brand to complete a task). Transforming the business then relies on successfully scaling the capabilities needed to deliver and sustain many customer journeys. This approach allows us to help clients achieve massive improvements in cost, simplicity, speed, and end-user experience.
Here's how we do it:
Discovering what matters for each journey
We start the digitization process by identifying and assessing the most valuable customer journeys. Then we systematically evaluate the systems, protocols, and technologies needed to deliver on the given journey. Our deep industry experience allows us to help clients identify the processes, automation opportunities, and front-end technologies that enable great customer journeys.
Designing systems that scale
We help our clients transform customer journeys, not just improve them. That means rethinking the entire experience. Then we help design the systems, processes, and technologies necessary to deliver on those experiences. To scale the transformation effectively, we design a structure that identifies common technologies, systems, and data sets across multiple journeys—allowing clients to accelerate the transformation of dozens of critical journeys in a cost-effective way.
Examples of our work:
- We worked with a large bank to simplify and digitize its mortgage-origination process, cutting approval for new loans from 2–10 days to 15 minutes, reducing the bank’s digital origination cost for mortgages by 70 percent
- We worked with a telecom company to digitize and automate its service-dispatching process, allowing for better management of service technicians and customer-service calls
- We helped a financial-services company cut the time it takes customers to open a new account from 1–5 days to 5 minutes. The enhanced customer experience contributed to a 25 percent increase in new account openings
Delivering complete systems
Working with cross-functional client teams, we create prototypes that deliver the full user experience in a matter of weeks or even days. When the prototypes have been proved, we work with our clients’ teams to build out architectures and systems that support radically improved customer journeys in as little as 16 weeks.
Our Digital Labs team, comprising more than 500 expert designers, developers, and technology project managers, uses agile development approaches to rapidly build out IT components. We sequence the builds so that the IT architecture changes naturally as the journeys build on one another—and can be integrated into existing systems where possible.
After helping build and operate the new systems, we build up our clients’ capabilities so they can manage the customer journeys themselves.
We accelerate digitization and reduce overall costs by building out the core components that are reused across all customer journeys. And we take a long-term view of impact, testing the regulatory compliance and functionality of every new service or process, right from the start. We focus first on making operational improvements that save money, which can then be used to fund further changes.
We understand that a digitization project is a major investment. That’s why we have created new engagement programs to reduce financial and operational risk. We tie our fees to outcomes, coinvest, underwrite impact, and prioritize and sequence initiatives to provide rapid returns in order to fund the change.