Digital initiatives, when handled like traditional IT projects, will not succeed in winning over customers and battling competition.
2015 is touted to be the year where everything happens around the customer. Customer Journey Mapping is what will help you serve the customer better - and differentiate in a competitive market.
'Digital' means different things to different people. But it is really a response to the dramatic change in customer behavior and expectation that we have seen in recent times - and about aligning everything your organization does to align beneficially to those behaviours and expectations.
When you set off on a process transformation initiative, it is intrinsically about where you want to go and how you want to be, how differently you want to do things – it is about to-be, the target state.
In a recent short commentary on Strategy in the McKinsey Quarterly aptly titled “Synthesis, capabilities, and overlooked insights: Next frontiers for strategists”, Fred Gluck (who was also the founder of McKinsey’s Strategy Practice way back in 1988, as I learned) says strategies always come from one of three sources – strategic planning, strategic thinking, […]
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