CASE STUDY
An in-depth description of a firm’s approach to an IT management issue (intended for MBA and executive education)
Working Paper
Wolters Kluwer’s Expert Solutions Journey
Wolters Kluwer grew its expert solutions offerings to represent more than 50 percent of company revenues by building data and AI capabilities and inspiring workforce innovation, along with balancing corporate enablement and local responsiveness.
Abstract
In 2024, Wolters Kluwer NV was a €5.6 billion company based in the Netherlands that provided information, software, and services for accountants, doctors, lawyers, and other professionals. The company employed 21,000 people and served customers in 180 countries from offices in 50 countries. Nancy McKinstry stepped into the role of Wolters Kluwer CEO in 2003 and led the company’s digital transformation journey from traditional publishing company to digital services and technology firm. By 2024, the company had established innovation programs, engaged its workforce in data and analytics activities, incorporated AI in about half of its products, and delivered a variety of expert solutions; the company reported that expert solutions contributed to 58 percent of 2023 company revenues. This working paper features the key activities that facilitated the company’s expert solutions progress.
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This case study was prepared by Barbara H. Wixom, Principal Research Scientist, the MIT Center for Information Systems Research (CISR); Cynthia M. Beath, Professor Emerita, University of Texas; Ja-Naé Duane, Faculty and Postdoctoral Research Associate, Brown University; and Nick van der Meulen, Research Scientist, the MIT Center for Information Systems Research (CISR). The case was written for the purpose of class discussion rather than to illustrate effective or ineffective handling of managerial situations. The authors would like to acknowledge and thank the executives at Wolters Kluwer for their participation in this case study.
© 2024 MIT Center for Information Systems Research. All rights reserved to the authors.
Related Publications
About the Researchers
Barbara H. Wixom, Principal Research Scientist, MIT Center for Information Systems Research (CISR)
Cynthia M. Beath, Professor Emerita, University of Texas at Austin and Academic Research Fellow, MIT CISR
Ja-Naé Duane, Faculty and Postdoctoral Research Associate, Brown University and Academic Research Fellow, MIT CISR
Nick van der Meulen, Research Scientist, MIT Center for Information Systems Research (CISR)
MIT CENTER FOR INFORMATION SYSTEMS RESEARCH (CISR)
Founded in 1974 and grounded in MIT's tradition of combining academic knowledge and practical purpose, MIT CISR helps executives meet the challenge of leading increasingly digital and data-driven organizations. We work directly with digital leaders, executives, and boards to develop our insights. Our consortium forms a global community that comprises more than seventy-five organizations.
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