Business-to-consumer, business-to-business – everyone is rethinking processes to meet the new paradigm. New market entrants with innovative technology play to these trends and threaten incumbents. The digital world also helps uncover huge potential for both existing and new players to serve hidden needs, now possible with emerging technologies.

With threats, there exist massive opportunities for our clients for both domestic and the global marketplace.


Start with the vision.

“One of the first things we did was to focus on a long-term vision document called Vision 2025. When we look to the future, we know that needs are changing. Our customers span every generation, and we support them across their entire life’s journey. It was important to understand what the changing needs were in the market and the impact those needs were having on business.

The Vision 2025 document was a way to start articulating our goals and anticipating future needs so that we could be prepared as an organization. It’s an aspiration for our future tied to three major pillars: superior customer experience, exceptional employees, and an innovative organization.”

Carolyn Colvin former acting commissioner of the US Social Security Administration (SSA)
McKinsey for Public Sector  Building a longterm customerexperience vision at the Social Security Administration

Address the Culture.

Digital B2B Leaders anchor their culture in rapid innovation and execution. Top-performing B2B companies eschew traditional development processes for agile practices—rapid prototyping, minimal viable products (MVPs), and iteration—to transform speed to market. They use design-thinking principles and cross-disciplinary teams to accelerate innovation—often reducing development times from more than a year to a matter of weeks.

Digital Building Blocks.

Designing a customercentered solution

Most institutions understand the importance of a positive customer experience to the bottom line, but few excel at designing or delivering it. The transformations that bring the biggest benefit start by imagining what a world-class customer journey would look like, rather than settling for tactical evolution of the current state.

Mobilizing a crossfunctional team

To gain multiple perspectives, best-practice companies take specialists from every function, bring them together in one place, and charge them with testing reimagined journeys and processes from every angle.

Rolling in’ the solution

In a conventional rollout, companies make detailed plans, communicate the changes, start small, replicate efforts, train teams, and let the business deal with implementation. Roll-in is a radically different approach and often a useful option for building scale.

Driving customer adoption 

However good a digitized solution may be, it means nothing if customers don’t use it. The trick is to minimize the effort needed to move to the new model and launch digital-adoption campaigns to make customers aware. Too often, these campaigns are overlooked or neglected, leading to lackluster adoption and lost value.