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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.

Part 1: Core learnings


Six lessons on how to embrace the next-generation operating model

– 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

– A few banks are generating significant bottom-line impact from their digital investments. These leaders share a relentless focus... on applying productivity gains as broadly as possible across the organization.

Accelerating the shift to a next-generation operating model

– Digital-native companies have captured value by mastering the use of next-generation operating models. Now established companies... must race to catch up.

Unlocking success in digital transformations

– Digital transformations are even more difficult than traditional change efforts to pull off. But the results from the most effective... transformations point to five factors for success.

Part 2: Customer-centric journey design


How to extract maximum value from a zero-based design approach to customer journeys

– Companies finding success in transforming their customer journeys are discovering that four practices are critical.

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.

Managing a customer-experience transformation in banking

– As banks rush to transform their customer experience, it’s easy to trip up. Here’s how to execute a step change that... moves ahead of competitors.

Part 3: Next-generation levers and technologies


Payment disputes in banking: A pathway to deeper customer relationships

– Transforming the dispute-resolution process can provide banks with an opportunity to solidify bonds with their customers while... driving down costs.

The automation imperative

– As many organizations move to build their automation capabilities, recent survey results suggest that certain best practices will... differentiate successful efforts from others.

Using analytics to increase satisfaction, efficiency, and revenue in customer service

– Payments providers that adopt advanced analytics to develop integrated approaches to customer service are seeing significant improvements.

Insurance 2030—The impact of AI on the future of insurance

– 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

– To build and lead an agile organization, it’s crucial that senior leaders develop new mind-sets and capabilities to transform... themselves, their teams, and the organization.
Article - McKinsey Global Institute

Retraining and reskilling workers in the age of automation

– Executives increasingly see investing in retraining and “upskilling” existing workers as an urgent business priority... that companies, not governments, must lead on.

The continuous improvement leader: Engaging people for a digital age

– Lean management creates enormous value, but improvement that’s truly continuous is often elusive. Innovation in fields such... as digital and IT make it more urgent, achievable, and human.

Five enterprise-architecture practices that add value to digital transformations

– Enterprise-architecture teams can play an integral role in transforming companies with technologies. New survey findings and firsthand... experience highlight the practices that matter most.

Part 5: Next-generation operating model in action


An insurance company transforms itself by putting technology first

– The deep transformation of healthcare company Anthem presented unique challenges. Here’s how the company set up its strategy... to meet them.

The Western Union Way of digital transformation

– Western Union uses a central team to build new capabilities across the business.

A bank transforms itself by transforming its culture

– Putting its people first has been the key to a Brazilian bank’s successful transformation.

Scaling and accelerating a digital transformation

– Putting customers at the center of its digital transformation helped IAG build trust within the organization and accelerate the... change.

Finding talent and speed to transform a credit-card company into a digital native

– A successful digital transformation means a lot more than new technology. You need to go all in, for the long haul.