McKinsey: Putting customer experience at the heart of next-generation operating models

ByDigital Curator Digital Organization, Digital Strategy

Putting customer experience at the heart of next-generation operating models

Digital is reshaping customer experience in almost every sector. Digital first attackers are entering markets with radically new offers, disrupting the ways that companies and customers interact and setting a high bar for simplicity, personalization, and interactivity. To not only stay in the game but capture new sources of value, incumbents will need to reinvent their customer experience.