speed
CUSTOMER INTERACTION
THE EMPOWERED EMPLOYEE
ASSURED CAPABILITIES
SCALE MADE CHEAP
IT VALUE
PROPOSITION
DATA INSIGHT DRIVEN/
DIGITAL MARKETING AND SALES,
ENGINEERING AND PRODUCTION
Launch of new digital businesses in <9 months
Increase in customer lifetime value
> €1,000, client retention up to 10pp
Time-to-market for new digital
products and end user functionality:
from >6 months to <3 weeks
User Satisfaction Rate up 5-7 percent points
Become attractive to tech talent
Reduce legacy technology maintenance
effort down while total staff stable
Cost-to-serve in digital service business
<€12 each year versus >€40 in established
business
Change/run IT cost ratio towards 60/40
Source: Oliver Wyman analysis
