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Mastering the digital advantage in transforming customer experience

Digital services and operations are raising the competitive bar in every sector. To capture the opportunity, incumbents should embrace a new operating model that dramatically improves the digital customer experience. Here’s how.
Mastering the digital advantage in transforming customer experience

Digital reinvention: Transformation & Leadership

Article

Four keys to successful digital transformations in healthcare

– By taking a comprehensive approach to digitization, healthcare companies can deliver products and services more quickly, boost innovation in the industry, and hold down costs.
Article

Healthcare giant shares prescription for digital reinvention

– Stuart McGuigan, the CIO of Johnson & Johnson, describes how the life-sciences company has remade itself into a health-technology innovator.

Digital reinvention: Building the next-gen operating model

Rewiring Citi for the digital age

December 2016–Citigroup’s Head of Operations and Technology describes the bank’s efforts to accelerate its digital transition, as well as the importance of having the right talent and agility to pull it off.

Digital reinvention: Technology

Digital reinvention: Analytics

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MORE INSIGHTS

Article

Looking beyond technology to drive sales operations

– New trends are forcing sales leaders to rethink how they sell. The right investment in sales operations can unlock sustainable... growth.
Article

Making sense of Internet of Things platforms

– The IoT platform space is important, but crowded and confusing. How do you go about finding one that is right for your business?
Article

Digitizing customer journeys and processes: Stories from the front lines

– These company examples highlight what some leaders are doing to build new customer experiences.
Article

Scaling a transformative culture through a digital factory

– Building a digital culture might be the most difficult issue companies face. Using a “digital factory” is one way... to get there.
Video

Reimagining e-commerce for Southeast Asia

– Garena’s secret to success in the region is harnessing technology and remaining loyal to locals.
Report

Digital Australia: Seizing opportunities from the Fourth Industrial Revolution

– Digitally enabled innovations are creating opportunities and disrupting business models across all sectors of the Australian economy.
Article

A road map for digitizing source-to-pay

– Technologies available today could automate more than half of the source-to-pay process. The potential? Lower procurement costs,... greater savings, and more opportunities to pursue new sources of value.
Article

Mastering the enablers of a sustained digital journey

– Three intertwined enablers—people, governance, and partnerships—are essential for lasting digital change.
Report

Smartening up with artificial intelligence

– How AI will transform Germany’s industrial sector.
Article

Life insurance: Ready for the digital spotlight

– Life insurers have been latecomers to the digital era. That will have to change.
Article

Invest, Create, Perform: Mastering the three dimensions of growth in the digital age

– Growth winners think about growth in new ways and pursue it across multiple dimensions.

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