Customer priorities have changed: innovation, rapid response and experience are imperative

05/06/2023

The future belongs to companies that are purpose-driven, that are innovative and customer-centered. The issue is that it is not enough to be efficient. You also need to innovate, and do it fast.

We believe the world has changed and your company must change with it.

For years, companies have focused on operational excellence: how to make their processes as efficient and effective as possible?

Today, thanks to the impetus given by the “commoditization” and democratization of technology, the shift in society’s priorities on priority issues such as sustainability, operational excellence is more important than ever. We are not just talking about running the business more efficiently. We are talking about a new way of thinking about what it means to succeed in the marketplace today.

The future belongs to companies that are purpose-driven, that are innovative and customer-centered. The issue is that it is not enough to be efficient. You also need to innovate, and do it fast.

We believe that the only way to remain competitive today is to embrace innovation. But even that may not be enough. Today’s customers expect a company that cares about them, their world, and the environment. They want a company that gives as much value to their time and money as they do, and for the company to go above and beyond, making sure they get what they need when they need it.

So operational excellence is an important topic, but more importantly, it is current because we can observe a couple of relevant aspects: the first is that in recent years there has been more focus on deploying technology on different levels and in a scattered manner than on operational excellence per se, and the second is that the traditional continuous improvement implemented through the allocation of technology resources has brought very mixed results. It is also current because customers are increasingly demanding in terms of the services they want to get. And it is tricky in that it is not just about cost reduction or time savings, it is about having to do things that are more difficult and complex than what could be done before. Then there is a further aspect to note, the emergence of a great need for operational excellence that is not being met: there are many companies that have invested heavily in implementing technology and have not seen the desired results, and just as many companies that are still trying to figure out how to run their business differently, but don’t know where to start.