Insights on Operations

An adoption gap is growing in the customer care space as leading organizations begin to see impact from AI across customer experience, cost reduction, and revenue generation.

Agentic AI is changing what the procurement function can achieve—shifting procurement’s focus from transaction tasks to a strategic driver of growth, sustainability, and resilience.

For tech investments to pay off in higher frontline productivity, workers will need new skills. That means investing in human capabilities before deploying AI widely.

A new survey of manufacturing COOs shows high hopes for scaling AI—and high budgets. But some companies may be underinvesting in the enablers needed for AI to generate lasting value.

The race to rewire operations is on—and in 2026, companies that redesign how work gets done end to end will define the next wave of competitive advantage.

Agentic AI is all about doing things—just like operations. McKinsey partner Michael Chang explains its potential, why waiting to implement could be risky, and the keys to realizing impact.

As AI and its uses advance, the scope of engineering simulation is changing, redesigning the way engineering is done and moving the center of value creation.

No longer just operators, today’s COOs sit at the intersection of strategy, execution, and partnership with the CEO.

Transforming small manufacturing sites across a production network can add up to major financial impact—if leaders apply a different approach to building skills at scale.

Often ignored, manufacturing support functions offer significant value creation potential—but concrete improvement actions and transformation approaches are needed to realize it.

Industrial companies are struggling to create major energy saving ideas, just as high prices are pressuring profitability. A deeper dive can find hidden drivers that could transform energy consumption.

Agentic AI is poised to transform banking operations, but capturing real value will require leaders to move beyond pilots and rewire how work, decisions, and delivery happen from end to end.