Rethinking customer journeys with the next-generation operating model

This operating model offers business leaders the opportunity for wins in customer experience, cost reduction, and prospects for growth. As digital becomes the way of life in industry after industry, company leaders are going to be required to reevaluate the customer journey from end to end. With the next-generation operating model, they have a new way of thinking through the necessary changes. In this episode of the McKinsey Podcast , senior partner Alex Singla and partner Elixabete Larrea Tamayo speak with McKinsey’s Barr Seitz about the next-generation operating model and how it can help executives navigate the disruption of the digital age. Barr Seitz: Hello and welcome to this episode of the McKinsey Podcast . I’m Barr Seitz, global publishing lead for McKinsey’s Marketing & Sales and Digital Practices. I’m very pleased to be joined today by Alex Singla, a senior partner based in McKinsey’s Chicago office, and Eli Larrea, a partner in our Boston office. They both are deeply involved in McKinsey’s work on digital services and are also the coauthors of “ The next-generation operating model for the digital world ,” by the way, among the most popular articles we’ve published in the last couple of years. […]


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