Reinventing business models to meet unprecedented customer demands
Hit particularly hard by the pandemic, along with pressures from radically changing customer behavior and new competition continue, consumer and business services organizations have to re-think how they do business. At the same time, they recognize the need to achieve operational excellence to reduce costs and drive business agility.
Despite more executives having a digital strategy in place, achieving results from those strategies has stalled. Addressing constraints such as budgets, cultures and legacy systems are needed.
The majority of consumer and business services executives say sustainability is core to their ability to create value for customers. This reflects growing awareness, particularly among the C-suite, that net-zero is no longer an option or a nice-to-have. Understanding the environmental impact of operations and responding to increasing market pressures from regulators, investors, consumers and other stakeholders must be made an urgent priority.
Key findings from our conversations with 81 consumer and business services executives in 2021 follow, or you may download the PDF.