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David dorton mckinsey

30/12/2020 Client: saad24vbs Deadline: 7 Days

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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