Link: https://cisr.mit.edu/publication/FutureReady_Framework
From MIT CISR
Abstract:
“To become future ready, a company must transform on two dimensions: customer experience and operational efficiency. Moving up the vertical axis of the 2×2 increases the customer experience, measured by NPS or similar metrics. Moving right along the horizontal axis improves the efficiency of the company, measured by cost-to-income ratio, net margin, or similar metrics. Companies that achieve a future-ready state are ambidextrous: innovating to engage and delight customers while simultaneously reducing costs by means of readily available technologies. Customers get a great experience no matter which of the company’s channels they choose, and the company strives to meet customers’ needs rather than push products.
Source: The future-ready framework and pathways were based on a series of interviews and conversations conducted between 2015 and 2017 on digital transformation with senior executives globally. The framework, pathways, and performance data were quantified in two MIT CISR surveys (2017 and 2019) with further interviews and more than forty workshops between 2018 and 2022.”
Publication date:
Publication type: Framework
Publication authors:
Stephanie L. Woerner
,
Peter Weill
,
Ina M. Sebastian
