Companies all want to be more agile, react more quickly and operate more effectively. In order to do this, they are focussing on building value, combing digital technologies and operational capability in an integrated and well sequenced way, improving revenues and customer experience and managing costs. This requires a shift from uncoordinated silo type behaviours, and piece-meal responses to customers, to one of applying behaviours organised around customer journeys with truly holistic thinking.
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The Next-Generation Operating Model for the Digital World - Hobson Leavy Executive Search