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
Article
Introduction: Three objectives to scale digital service operations successfully
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Companies have been on a journey to digitize operations for years, but recent world events, most notably the COVID-19 pandemic,...
Survey
The imperatives for automation success
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New survey findings show that organizations that successfully automate business processes follow a few common practices.
Article
Next-generation operating models for the next normal
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Changing stakeholder behavior may lead companies to reconsider how they operate.
Part 2: Expanding the toolkit
Article
The future of customer experience: Personalized, white-glove service for all
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The next horizon of customer service will be built on individual customer profiles, enabling companies to quickly resolve issues...
Article
Simple, predictive, proactive, responsive: The future of customer operations
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For happier customers and lower costs, companies need a better way to steer their digital-service transformations.
Article
Beyond contactless operations: Human-centered customer experience
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As we look forward to the next normal, consumers are already demonstrating a preference for companies that deliver great service...
Article
An executive primer on artificial general intelligence
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While human-like artificial general intelligence may not be imminent, substantial advances may be possible in the coming years....
Article
Operations management, reshaped by robotic automation
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Today’s automation shows huge promise for saving time, money, and human effort. For operations centers, is it now just...
Article
Sales automation: The key to boosting revenue and reducing costs
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Automation tailored to sales operations is a win for companies, customers, and sales reps. Here’s how to make it work.
Article
Making healthcare more affordable through scalable automation
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As more healthcare companies start to implement automation technologies, the ability to coordinate across the organization in...
Article
Automation in government: Harnessing technology to transform customer experience
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Automation can enable governments to provide outstanding levels of customer experience, driven by innovations that are as sensitive...
Part 3: Delivering the impact
Article
Lean management or agile? The right answer may be both
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Through thoughtful design, agile and lean management can be the perfect match for companies in search of lasting performance...
Article
Building the vital skills for the future of work in operations
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Operationally intensive companies have entered a new wave of automation and digitization. That will have a big impact on the...
Article
Breaching the great wall to scale
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Introducing a new operating model is hard. Doing so quickly is even harder. Under pressure to accelerate their transformation,...
Article
Unlocking enterprise efficiencies through zero-based design
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Zero-based design allows even mature companies in asset-heavy industries to cut costs and complexity without compromising safety,...
Previous Volumes
Collection
Turbocharging the next-generation operating model
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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.