Implementing a Digital Operating Model

Uncoordinated efforts for initiatives within organizational siloes fail to address end-to-end customer journeys.

The organization undertakes multiple independent initiatives to improve customer satisfaction with products and services; however, these initiatives may fail to move the needle on customer satisfaction and only deliver incremental gains within individual units

Common organizational concerns:

• Improving customer satisfaction at individual touchpoints does not translate into enhanced experience for the end-to-end customer journey.

• A new operating model around customer journeys must be established for success.

• An organization with the traditional structure and the legacy processes and technology must first learn from redesigning a few critical journeys as lighthouse initiatives before scaling.

Our solution:

Organizations must move from running uncoordinated efforts within siloes to launching digital transformation initiatives organized around journeys. This service will help you establish a new operating model through these steps:

• Identify and prioritize critical journeys as lighthouse initiatives.

• Appoint autonomous and self-aligned launch teams.

• Adopt a new, Agile way of working and instill a culture for success.

If you are interested in this service, schedule a call with one of our consultants !


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