• « The other imperative for companies is to explicitly tie the reinvented customer experience to their operations. If they focus only on the front-end experience and don’t change the back-end operations that support it, the new experience is unlikely to be sustainable. Changes will be needed in both underlying processes and the way employees work. »

    tags: digitaltransformation operatingmodel customerexperience

    • More broadly, the effect of customer satisfaction on total return to shareholders (TRS) is dramatic.
      • Digitization: the process of using technology to automate and improve journeys directly.
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      • Advanced analytics: the autonomous processing of data using sophisticated tools to discover insights and make recommendations.
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      • Intelligent process automation: a suite of business-process improvements that combines process redesign with automation and machine learning to eliminate repetitive routine tasks.
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      • Business-process outsourcing: using resources outside the main business to complete specific tasks of functions.
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      • Lean: a systematic approach to streamlining processes, eliminating waste, and fostering a culture of continuous improvement.
      • Start with a clear understanding of what customers value and use it to decide where to focus (and what to deemphasize).
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      • Guided by these priorities, simplify and streamline your underlying product and services; if you don’t, you’re likely to digitize existing complexity.
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      • Link customer value to the operational drivers that underpin it, then design a new operating model based on these linkages, working back from the customer and using digital tools to streamline or automate your processes in line with what customers care about.
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      • Tackle the most important customer journeys one by one and support the effort with operational changes to improve efficiency and speed.
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      • Embed agile, cross-functional ways of working and reengineer your management system to support continuous improvement.

Posted from Diigo. The rest of my favorite links are here.