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Tony D’Emidio, David Dorton, and Ewan Duncan
Service innovation in a digital world
New digital upstarts are threatening the bottom lines, growth prospects, and even business models of traditional service providers. It’s time for incumbents to innovate— or be left behind.
A growing number
F E B R U A R Y 2 0 1 5
The new service landscape
1
1
33
Higher customer expectations.
The rise of the mobile Internet.
Big data and advanced analytics.
The Internet of Things. 3
Forecast: Mobile App Stores, Worldwide, 2013 Update
3
Three imperatives
1. Institutionalize service innovation
Crain’s Chicago Business
later
2. Personalize the customer experience
USA Today
7
3. Simplify service delivery
Harvard Business Review
8
The authors wish to thank Travis Fagan and Keith Gilson for their contributions to this article.
Tony D’Emidio is an associate principal in McKinsey’s Washington, DC, office; David Dorton is a director in the Atlanta office; and Ewan Duncan is a director in the Seattle office.
Copyright © 2014 McKinsey & Company. All rights reserved.
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