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Customers’ lives are digital—but is your customer care still analog?

– Digital customer care is still new territory for many companies. They can learn a lot from the natives.

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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Article

Reimagining supply-chain collaboration in a low-oil-price environment

– A new approach to collaboration, within a company, between suppliers, and across the industry, could unlock savings that would... increase profitability and safety.
Interview

How good is your company’s internal customer experience?

– To excel with customers, frontline employees need high-level service from core support functions. Société Générale’s... group head of corporate resources and innovation explains how to achieve such symmetry.
Video

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 - McKinsey Quarterly

Pushing manufacturing productivity to the max

– Advanced analytics and lower-cost computing give companies a powerful tool for managing profitability on an hourly basis.
Article

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.
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.

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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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