McKinsey: How to Start Building Your Next-Gen Operating Model


McKinsey’s Joao Dias, David Hamilton, and Christopher Paquette recently published an incredibly in-depth report about the technology and organizational strategies needed for a modern operating model.

“How to Start Building Your Next-Generation Operating Model” is chock full of insights that illuminate why this is often a struggle for organizations—and why they have only seen marginal benefits for the most part. The key takeaway? There is no silver bullet; it takes serious investment, thoughtful strategy, and a methodical execution plan. In short – you are going to have to
bust some glass within the organization.

The article includes several key “building blocks,” including “autonomous and cross-functional teams anchored in customer journeys, products, and services.” For marketing this couldn’t be more true. Organizational agility and the creation of cross-functional teams with the customer experience in mind is paramount in any effort to build a sustained omnichannel strategy and operating model.

Another building block is “agile, customer-centric culture demonstrated at all levels and role modeled from the top.” Again, marketing organizations can take a page from this. It’s time to accelerate, and don’t be afraid to fail. And certainly don’t sacrifice speed and execution for perfection.

Be sure to check out the full article!

George Phipps
George Phipps
Director of Product Marketing
George is dedicated to educating enterprise businesses about the impact on customer experience and organizational performance enabled by centralizing customer data. He works closely with creative and prolific engineers, UX designers, marketers to help design and enhance technologies that improve access to customers' data.
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