Operating Model
Plain truth: Beautiful journey posters don’t help customers if the steps behind them are slow, error-prone, or full of hand-offs. Experience Architecture is a simple way to connect the journey your customer sees to the “capabilities” (the business abilities and systems) that power it—and then improve what matters
Digital Transformation
In my recent articles, I explored how adaptive operating models and capability-driven transformation are critical for insurers to thrive in an era shaped by open finance, embedded ecosystems and rapidly evolving customer expectations. This shift is especially visible in personal lines insurance, where mobile-first experiences are transforming how customers buy,
Digital Transformation
Sorry for the catchy title. But this post is about that. Have you heard of PewDiePie a.k.a. Felix Arvid? Or Roman Atwood? Or Lily Singh? Or Smosh? Well. Neither had I. Till recently. They are one of the highest earners on YouTube. Forbes recently published the highest grossers
Digital Transformation
What comes to your mind when you think of digital engagement? Your customers, your products, data, analytics? What about channels? You might have the fanciest of the products, and an army of eager customers waiting to experience them, but if you have not thought through your channel strategy, it may
Digital Transformation
Your customers do not come to you for your products/services. They are there to fulfil their needs. Incidentally, at that moment, your product seems best fit to fulfil their needs. And then when they come across a better product, they leave you. Should that be a surprise to you?
Digital Transformation
While driving a digital transformation programme, we often focus on the visible components of an operating model framework and how these elements, in their current state, are inhibitors to a successful delivery of a digital business. Too much focus on frameworks and models result missing some key elements in the