Volume III

The industrial revolution in services

Weaving digital into the entire organization will require companies to raise their aspirations, expand their toolkits, and deliver impact across the board.

Part 1: Raising the aspiration


Introduction: Three objectives to scale digital service operations successfully

– Companies have been on a journey to digitize operations for years, but recent world events, most notably the COVID-19 pandemic,... are accelerating digital transformation to help organizations grow and work through volatility.

The imperatives for automation success

– New survey findings show that organizations that successfully automate business processes follow a few common practices.

Next-generation operating models for the next normal

– Changing stakeholder behavior may lead companies to reconsider how they operate.

Part 2: Expanding the toolkit


The future of customer experience: Personalized, white-glove service for all

– The next horizon of customer service will be built on individual customer profiles, enabling companies to quickly resolve issues... and even prevent them from occurring.

Simple, predictive, proactive, responsive: The future of customer operations

– For happier customers and lower costs, companies need a better way to steer their digital-service transformations.

Beyond contactless operations: Human-centered customer experience

– As we look forward to the next normal, consumers are already demonstrating a preference for companies that deliver great service... while reducing risks all along the customer journey.

An executive primer on artificial general intelligence

– While human-like artificial general intelligence may not be imminent, substantial advances may be possible in the coming years.... Executives can prepare by recognizing the early signs of progress.

Operations management, reshaped by robotic automation

– Today’s automation shows huge promise for saving time, money, and human effort. For operations centers, is it now just a... matter of “ready, set, automate”?

Sales automation: The key to boosting revenue and reducing costs

– Automation tailored to sales operations is a win for companies, customers, and sales reps. Here’s how to make it work.

Making healthcare more affordable through scalable automation

– As more healthcare companies start to implement automation technologies, the ability to coordinate across the organization in... achieving scale will be a major determinant of success.

Automation in government: Harnessing technology to transform customer experience

– Automation can enable governments to provide outstanding levels of customer experience, driven by innovations that are as sensitive... to people as they are to technology.

Part 3: Delivering the impact


Lean management or agile? The right answer may be both

– Through thoughtful design, agile and lean management can be the perfect match for companies in search of lasting performance improvement.

Building the vital skills for the future of work in operations

– Operationally intensive companies have entered a new wave of automation and digitization. That will have a big impact on the skills... they need to remain competitive.

Breaching the great wall to scale

– Introducing a new operating model is hard. Doing so quickly is even harder. Under pressure to accelerate their transformation,... how can companies overcome the barriers that often hold them back?

Unlocking enterprise efficiencies through zero-based design

– Zero-based design allows even mature companies in asset-heavy industries to cut costs and complexity without compromising safety,... quality, or customer trust.

Previous Volumes


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.