Our experts introduce the six major areas to address when becoming Business Anywhere and why these matter in our white paper.
Building on our remote work experience, we used the following components to create a custom framework that will ensure your digital-first success:
Customer Experience
Data gathering has evolved beyond client-satisfaction surveys, which do not uncover true points of friction or value. Only a robust insights model, embedded into your organization’s fiber, can truly capture and leverage your customers’ voice and improve your operational future.
Process
Remote workers need easy, convenient and intelligence-driven tools and methods so they can work smarter from anywhere. By driving operational excellence across your processes, you can maximize customer experiences and ensure your workforce focuses on value-added activities.
Technology
Technology is more than a set of enablers — it is a critical business driver for both customers and employees. As a result, your organization’s technology strategy must enable your customers’ desired outcomes and provide your workforce with the right tools to facilitate them.
Information
In the past, organizations mainly used data for business intelligence (BI) reporting and dashboards. Business Anywhere organizations know that data’s greatest value often lies hidden and unexplored beneath the surface. Business Anywhere organizations use data from across the enterprise at key decision points.
Structure
Technology, processes and information are essential for empowering people to be productive and drive business. Your organization’s structure must also align with your strategy, goals and business requirements to enable the execution of your strategy, facilitate growth, manage disruption and develop a culture of agility.
People
Businesses need employees who can collaborate, lead and thrive amid the challenges of fully virtual, in-person or hybrid operations. Meeting these challenges will likely start with technology, but it will quickly require instilling a people-centric workforce strategy designed for collaboration, well-being, productivity, engagement and team effectiveness.
Ready to learn more? Download our white paper, “Business Anywhere: Our Guide to Becoming a Digital-First Organization,” for a deep, component-by-component dive into Business Anywhere, our framework for building your digital-first future.
About the Authors
Colin McGee, Experience Design Practice Lead
Colin McGee has developed and embedded customer experience capabilities for Fortune 500 clients for 10+ years. He leads our Experience Design practice, helping our clients understand people. Their needs, mindsets, motivations, influences, and desires demand mutually beneficial experiences and interactions. He is committed to increasing revenue and decreasing cost-to-serve measures while designing solutions rooted in data and empathy to remove subjectivity from design.
Steve Jenkins, People and Change Practice Lead
Steve Jenkins leads our People and Change Practice, including strategy, business development, practice management, delivery excellence and team leadership. He has more than 20 years of experience with Fortune 100 companies in multiple industries, including insurance, financial services, healthcare and retail. Steve has held diverse roles enabling strategic business initiatives, business unit transformation, organization redesign, talent management, leadership development and workforce integration and transition.