Measuring B2B’s digital gap
B2B companies fall short of their B2C counterparts in key areas of our Digital Quotient assessment.
Designing and starting up a customer-experience transformation
To successfully initiate a broad improvement program, decide on a structure, select the sequence that’s right for your type of company, and don’t forget to recruit change agents.
RETAIL REVOLUTION un programma strategico
Agire tempestivamente e su tutti gli aspetti organizzativi in una timeline scalata. Ma anche osare con il massimo coinvolgimento.
Leading agile transformation
To build and lead an agile organization, it’s crucial that senior leaders develop new mind-sets and capabilities to transform themselves, their teams, and the organization.
Measuring the fashion world
A new survey takes stock of apparel companies’ go-to-market processes. The findings have implications for product design, development, and delivery.
Design Thinking: riportare il cliente al centro per vincere la sfida digitale
In un mondo che diventa sempre più digitale, la centralità del cliente rappresenta una delle principali sfide per le imprese.
Il lusso cresce a Est, alla Cina un terzo dei consumi mondiali
Mercato in crisi in Europa e Stati Uniti, Oriente verso il sorpasso grazie all'espansione della classe media e degli acquisti online.
LUSS0 4.0 | La maison sarà robotica, ma resterà artigiana
Industria 4.0: secondo McKinsey tre fashion retailer su quattro prevedono di investire in questo ambito entro la fine del 2019.
How concept sprints can improve customer-experience innovation
The concept sprint is a fast five-day process for cross-functional teams to brainstorm, define, and model new approaches to business issues. Here’s how it works.
The role of customer care in a customer experience transformation
No function handles a broader range of customer touchpoints than customer care. Executives would be wise to make it the centerpiece of any effort to transform the customer experience.
Charting the future of customer care through a core optimization philosophy
New customer-care technologies have made it possible to maximize revenues, savings, and customer experience all at once. But to maximize competitive advantage, companies must be smart—and quick.
How medical-device CEOs can navigate digital disruption in healthcare
Medical-device companies will need to reinvent themselves to stay competitive. Now’s the time to craft a strategy and scale a transformation.
Management’s next frontier: Making the most of the ecosystem economy
Engaging in digital ecosystems requires a new set of managerial skills and capabilities. How quickly companies develop them will determine if they succeed in the ecosystem economy.
How digital reinventors are pulling away from the pack
As digitization progresses, incumbents competing in new, digital ways are already outperforming those that continue to operate traditionally, a new survey finds.
Grow fast or die slow: The role of profitability in sustainable growth
How can software and online-services companies determine the right balance between growth and profitability?