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.

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.

Japan’s manufacturing companies could transform a tradition of service excellence at home into a source of global competitive advantage.

As agentic AI escapes pilot purgatory, more businesses are bringing best-in-class AI capabilities into their call centers—transforming operations and fundamentally improving customer experiences.

2025 was a turning point for operations. Gen AI and agentic AI moved from experimentation to enterprise impact, reshaping how organizations boost productivity, accelerate innovation, and build resilience.

Multiagentic systems are transforming operations, combining the power of technology, processes, and people to deliver outsized impact for banks in Asia.

Technological and structural disruption are on the rise as adoption of agentic and other AI forms alter peer performance and customer expectations.

Process intelligence gives organizations a clear view of how work really happens, helping them uncover inefficiencies, streamline operations, and lay the foundation for success in an AI-powered future.

Productivity across sectors is slowing, and labor shortages persist. COOs are in an exceptional position to help their companies address these and other macro trends using AI.