Transforming operations management for a digital world
Albert Bollard, Alex Singla, Rohit Sood, and Jasper van Ouwerkerk | McKinsey | October 2016
Organizations investing in human and digital capabilities can start by asking themselves several critical questions:
- Do we really understand how customers interact with us now, and how they want to in the future?
- How can we give customers the experience they want, no matter which digital and human channels they use?
- How can we speed our metabolism so we can uncover new opportunities for better performance?
- Can our culture become flexible enough for us to collaborate effectively with our customers through constant change?