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When the customer experience starts at home

– To serve end customers better, begin with your employees.

Customer experience

Customer Experience

More insight into creating competitive advantage by putting customers first and managing their journeys.

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Unlocking Industrial Resource Productivity
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Unlocking Industrial Resource Productivity

– This e-book examines five core beliefs to increase profits through energy, material, and water efficiency.

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Lifting customer experience at an elevator company

– Pierre Liautaud, executive vice president at Finnish elevator maker KONE, describes the critical role of frontline teams in navigating... complex business-to-business (B2B) customer-experience relationships.
Article

Four ways to shape customer-experience measurement for impact

– Too many companies are themselves unhappy customers when it comes to building measurement systems. Here’s how to make better... investments.
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

My supply chain is better than yours—or is it?

– More-detailed benchmarks show that supply chains can still yield significant value—building on the investments so many CPG... companies have already made.
Article

Breakthrough technologies fundamentally change the game

– The right combination of breakthrough technologies (such as 3-D printing, machine-to-machine communications, and advanced robotics)... can help CPG companies achieve breakout performance.
Article

Building omnichannel excellence

– As consumers move more of their shopping online, consumer-goods companies need to meet service and efficiency challenges across... multiple channels. That calls for a new approach to the supply chain.
Article

Ops 4.0: Fueling the next 20 percent productivity rise with digital analytics

– Business needs to raise productivity more than ever. Thanks to innovations in digitization and analytics, four new methodologies... can yield the productivity breakthroughs organizations need.
Article

Digitization and advanced planning in CPG

– Consumer-goods companies want supply chains that run smoothly from end to end, but their efforts are often thwarted. A new generation... of digital tools is helping to tackle the challenges.
Article

Recipe for success for sourcing in the food industry

– Transforming the way food companies specify, source, and manage the supply of raw materials can help them cut costs, meet changing... consumer preferences, and manage risks.
Article

Driving superior value through digital procurement

– Emerging digital and advanced analytics tools promise new levels of procurement performance. To deliver that promise, CPOs must... discover which of them are best suited to the needs of their company.
Article

Avoiding the seven deadly sins of customer-experience transformations

– 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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Operations extranet

Operations Extranet

Our extranet provides distinctive operations knowledge and access to a network of operations professionals at leading companies around the globe. Free access is granted to existing and potential clients.

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