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Accenture CEO SUMMIT 2015
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Digital Video and the Connected Consumer
Gavin Mann, Global Broadcast Lead at Accenture discusses highlights from Accenture's “Digital Video and the Connected Consumer” report.
Don't choose between operational excellence and customer intimacy
The modern customer relationship combines both operational excellence and customer intimacy. And that's not all. No matter how paradoxical it might sound, ...
Indeed Steven, I agree to this new combination of CI and OE. The need for
flexibility and personalization following the perception and expectation of
the user interface and features for the user versus the operational
excellent back offices that need to be cost effective. From my architecture
role's point of view this is very interesting and something lots of
companies are struggling with. For instance my recent experience with
universities is that most don't even have an OE backoffice so CI is a big
struggle. I suspect lots of them to become instinct if they don't change
soon.
Hi Harry, very good point. Many companies will decrease in size, or will disappear if they are not capable in adapting their structures to this new customer relation. Thanks for your comment!
Steven dit klopt en tegelijkertijd ook weer niet. Al vanaf het begin
benadrukt dit drie-assen model, dat alle assen voldoende/goed moeten zijn
voor de klant. Met een priority voor 'Customer intimicy' (de enige keuze
voor langdurige continuiteit), redt je het niet als het bedrijf er b.v.
'operational' een potje van maakt...
Thanks for the feedback, Frank. True, a lot of companies have a combination of these elements. However, in my recent experience, I see many companies that are REALLY good in both customer intimacy and operational excellence. But your point is very valid, a lot of companies tried to combine certain elements. Interesting theme, isn't it :-)
Beyond Insurance: Embracing Innovation to Monetize Disruption, Part 2 with Mark Halverson
Listen to the podcast as Accenture's Mark Halverson discusses why the best way for insurers to compete today is to go “back to the future”.
Martin Drozda (FEI STUBA) - Toward self-aware system
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Digital Business opportunities through information technology: Brave New World - 3/3
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Fiat Chrysler contribuirà al progetto "Google Car"
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