Our Insights
Volume II:

Turbocharging the next-generation operating model

More and more companies are embarking on creating their next-generation operating models. Here we share the lessons we have learned, the best practices that have started to emerge, and stories from leaders who have been through the transformation.
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Part 1: Core learnings

Six lessons on how to embrace the next-generation operating model
Article
Six lessons on how to embrace the next-generation operating model
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Realities on the ground highlight what’s really needed to pull off the transformation.
Banks and the digital flywheel: An engine for ongoing value capture
Article
Banks and the digital flywheel: An engine for ongoing value capture
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A few banks are generating significant bottom-line impact from their digital investments. These leaders share a relentless focus...
Accelerating the shift to a next-generation operating model
Article
Accelerating the shift to a next-generation operating model
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Digital-native companies have captured value by mastering the use of next-generation operating models. Now established companies...
Unlocking success in digital transformations
Survey
Unlocking success in digital transformations
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Digital transformations are even more difficult than traditional change efforts to pull off. But the results from the most effective...

Part 2: Customer-centric journey design

How to extract maximum value from a zero-based design approach to customer journeys
Article
How to extract maximum value from a zero-based design approach to customer journeys
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Companies finding success in transforming their customer journeys are discovering that four practices are critical.
Mastering digital_1536x1536_300_Standard
Article
Mastering the digital advantage in transforming customer experience
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Digital services and operations are raising the competitive bar in every sector. To capture the opportunity, incumbents should...
Managing a customer-experience transformation in banking
Article
Managing a customer-experience transformation in banking
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As banks rush to transform their customer experience, it’s easy to trip up. Here’s how to execute a step change that...

Part 3: Next-generation levers and technologies

Payment disputes: A pathway to deeper customer relationships
Article
Payment disputes in banking: A pathway to deeper customer relationships
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Transforming the dispute-resolution process can provide banks with an opportunity to solidify bonds with their customers while...
The automation imperative
Survey
The automation imperative
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As many organizations move to build their automation capabilities, recent survey results suggest that certain best practices...
Using analytics to increase satisfaction, efficiency, and revenue in customer service
Article
Using analytics to increase satisfaction, efficiency, and revenue in customer service
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Payments providers that adopt advanced analytics to develop integrated approaches to customer service are seeing significant...
Insurance 2030—The impact of AI on the future of insurance
Article
Insurance 2030—The impact of AI on the future of insurance
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The industry is on the verge of a seismic, tech-driven shift. A focus on four areas can position carriers to embrace this change....

Part 4: Foundational capabilities

Leading agile transformation: The new capabilities leaders need to build 21st-century organizations
Article
Leading agile transformation: The new capabilities leaders need to build 21st-century organizations
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To build and lead an agile organization, it’s crucial that senior leaders develop new mind-sets and capabilities to transform...
Retraining and reskilling workers in the age of automation
Article - MGI Research
Retraining and reskilling workers in the age of automation
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Executives increasingly see investing in retraining and “upskilling” existing workers as an urgent business priority...
The-continuous-improvement-leader-1536x1536-400_Standard
Article
The continuous improvement leader: Engaging people for a digital age
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Lean management creates enormous value, but improvement that’s truly continuous is often elusive. Innovation in fields...
Five enterprise-architecture practices that add value to digital transformations
Article
Five enterprise-architecture practices that add value to digital transformations
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Enterprise-architecture teams can play an integral role in transforming companies with technologies. New survey findings and...

Part 5: Next-generation operating model in action

An insurance company transforms itself by putting technology first
Video
An insurance company transforms itself by putting technology first
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The deep transformation of healthcare company Anthem presented unique challenges. Here’s how the company set up its strategy...
The Western Union Way of digital transformation
Video
The Western Union Way of digital transformation
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Western Union uses a central team to build new capabilities across the business.
A bank transforms itself by transforming its culture
Interview
A bank transforms itself by transforming its culture
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Putting its people first has been the key to a Brazilian bank’s successful transformation.
Scaling and accelerating a digital transformation
Interview
Scaling and accelerating a digital transformation
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Putting customers at the center of its digital transformation helped IAG build trust within the organization and accelerate the...
Finding talent and speed to transform a credit-card company into a digital native
Video
Finding talent and speed to transform a credit-card company into a digital native
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A successful digital transformation means a lot more than new technology. You need to go all in, for the long haul.