Customer experience & next-generation operations 

This McKinsey piece makes some of the best points I’ve heard about improving the customer experience.  These thoughts resonate with me concerning the import-export logistics experience for customers.

Especially useful are:

  • Exhibit 2, which makes the supply-chain point that you can locally optimize the individual steps, but flunk out on the whole process experience.

image exhibit 2

The journey stinks though the legs perform well. Put in the context of ocean logistics, If the ocean carrying segment has only 70% reliability, it really doesn’t matter how reliable the other steps are; you’re limited to 70% satisfaction overall.

  • Exhibit 3, which reports on a study of some real examples (it happens, in banking) that shows how firms can miss the point and concentrate on improving the experience for the wrong things.

image from article

Some touchpoints have high importance but give low customer satisfaction.

 

Here’s the link to the article:

  The benefits of improved customer experience can be fleeting unless changes to supporting back-end operations are made, as well.

Source: Putting customer experience at the heart of next-generation operating models | McKinsey & Company

Another article form the same source, cited above as reference 2:

 New research reveals that focus, simplicity, “digital first,” and perceptions matter most.

Source: The four pillars of distinctive customer journeys | McKinsey & Company

An Inflection Point in Supply Chain Planning?

A very interesting report from Dan Gilmore of Supply Chain Digest. Once again the shortage of analytics professionals is at the forefront. And the pressure to use prescriptive tools rather than just visualizations and statistics is growing.

Supply Chain Digest LogoInteresting Thoughts Generated from Two Days at the Logility User Conference in Atlanta

Source: An Inflection Point in Supply Chain Planning?

Automating Supply Chain Resilience – High on Your Digital Agenda?

Can we use software and analytics to help insure supply chain resilience?  MIT and others are doing a lot of study in this area.  and so are a lot of companies.  This will be a growth area for software companies who come up with clever solutions that can be integrated with existing data and systems and which actually work. Entrepreneurs, start your engines!!

Here is the survey mentioned in the article: cse-2016-final-dsciwhitepaper-resilience

Source: Automating Supply Chain Resilience Should Be High on Your Digital Agenda