Our Insights

Article

Does the global business services model still matter?

– Yes, but for these centralized groups to succeed in a digital era, leaders must focus on agility, customer service, and talent development, in addition to cost reduction and process efficiency.

Customer experience

Customer Experience

More insight into creating competitive advantage by putting customers first and managing their journeys.

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Unlocking Industrial Resource Productivity
Book

Unlocking Industrial Resource Productivity

– This e-book examines five core beliefs to increase profits through energy, material, and water efficiency.

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Article

Industrial aftermarket services: Growing the core

– OEMs may find untapped goldmines in aftermarket services by strengthening their core business in parts, repair, and maintenance.
Article

Taking the pulse of enterprise IoT

– A new survey suggests that the enterprise Internet of Things is poised for strong growth. Here are the trends companies need to... understand.
Article

How to achieve and sustain the impact of digital manufacturing at scale

– Although manufacturing leaders see the potential of digital, few have a clear strategy to capture its value. Three principles... can help turn optimism into action.
Article

Reimagining supply-chain collaboration in a low-oil-price environment

– A new approach to collaboration, within a company, between suppliers, and across the industry, could unlock savings that would... increase profitability and safety.
Article

The expanding role of design in creating an end-to-end customer experience

– Lines between products, services, and user environments are blurring. The ability to craft an integrated customer experience will... open enormous opportunities to build new businesses.
Interview

How good is your company’s internal customer experience?

– To excel with customers, frontline employees need high-level service from core support functions. Société Générale’s... group head of corporate resources and innovation explains how to achieve such symmetry.
Video

Lifting customer experience at an elevator company

– Pierre Liautaud, executive vice president at Finnish elevator maker KONE, describes the critical role of frontline teams in navigating... complex business-to-business (B2B) customer-experience relationships.
Article - McKinsey Quarterly

Pushing manufacturing productivity to the max

– Advanced analytics and lower-cost computing give companies a powerful tool for managing profitability on an hourly basis.
Article

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.
Article

Four ways to shape customer-experience measurement for impact

– Too many companies are themselves unhappy customers when it comes to building measurement systems. Here’s how to make better... investments.
Article

A road map for digitizing source-to-pay

– Technologies available today could automate more than half of the source-to-pay process. The potential? Lower procurement costs,... greater savings, and more opportunities to pursue new sources of value.

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Operations extranet

Operations Extranet

Our extranet provides distinctive operations knowledge and access to a network of operations professionals at leading companies around the globe. Free access is granted to existing and potential clients.

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