Saddled with legacy systems, complex processes, and siloed data, many firms have begun digital business transformations to improve customer experience and increase operational efficiency. We identify firms that have transformed on both of these dimensions as being Future Ready. MIT CISR research has identified ten future-ready capabilities that top-performing firms develop to achieve progress on both customer and operational dimensions and capture digital value. In this research briefing, we describe these ten capabilities and illustrate their development and application with a case study from CarMax.
Publication type: Research Briefing
Stephanie L. Woerner
Ina M. Sebastian