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, ...

Every account opening, loan approval, payment, and service request depends on hundreds of operational decisions customers never see. When those processes work well, experiences feel effortless. When ...

At the start of this year, DBS Bank, Southeast Asia’s largest lender, claimed to have unlocked around S$1bn in economic value from its artificial intelligence (AI) and analytics initiatives in 2025, a ...

As modern technologies have opened the door to a virtually infinite array of new business models and disruptive possibilities, many tech organizations have responded by evolving their technology ...