When undergoing an IT operating model transformation, focus on three key areas to ensure success: process, governance and culture. The quest for customer obsession is arduous — littered with obstacles ...

The trust gap widens as artificial intelligence (AI) goes mainstream, according to research from Salesforce. Brands are turning to generative AI to boost efficiency while improving customer engagement ...

Increasingly, companies face a significant dilemma when trying to transform to the quickly evolving new operating models for services. Companies buying services delivered in the new models encounter ...

In our work, we spend much time examining companies’ operating models and organizational structures. Many that we talk to have not taken a deliberate, planned approach to designing their models, ...