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Customer-facing Digitization Creates the Most Value

Title Author(s) Type Topic(s) Comments Date
Customer-facing Digitization Creates the Most ValueWoerner, Stephanie L.
McDonald, Mark
Weill, Peter
Research BriefingDigitizing Business Processes22012-08-16
Abstract: In this briefing, the authors report survey results on the degree of digitization in companies today. They examined twelve core business processes in three key areas—shared services, operations, and customer-facing—for their degree of digitization and relationship to enterprise performance. Enterprises with digitization of shared services and operations processes in the top 25% did not have higher performance. But enterprises with digitization of customer-facing processes in the top 25% had significantly higher growth. A case study of Royal Caribbean Cruises Ltd. illustrates how digitizing customer-facing processes can automate, integrate, and coordinate the customer experience, which helped Royal Caribbean increase revenue.

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For growth, start with a digital focus on customers « Consulting Edge
September 24, 2012

[…] MIT has a new report that that has two interesting data points. First, it suggests that companies that focus on digitizing customer facing operations experience higher growth (~100% higher). Second, companies across all industries (on the average) have a higher degree of digitization in their shared services (e.g. financial reporting/processes, HR processes) than in customer facing processes (see chart). […]

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[…] care about information.  Digitization is the buzzword you need to learn, folks like MIT Sloan (Customer Facing Digitization), Harvard Business Review (are you ready for Digitization?) and Davos (Digitization and Growth) are […]

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