Perfect products and services delivered instantly at a reasonable cost? Customers take that for granted nowadays so operating models must deliver even more to ensure competitive advantage.
Yet many world-class enterprises (for today at least) are constrained by core systems that are basically analogue and inflexible. Throw out and replace at the cost of $millions not to mention disruption? Or stay in the digital slow lane and suffer being left behind?
Or wrap best-of-class digital platforms around the core systems to deliver an "uber" quality customer journey whilst retaining the proven transaction processing capabilities from core systems of record.
In this way rejuvenate the core systems giving you time to enjoy the benefits of large investments already made and plan for longer term replacement
a shift from running uncoordinated efforts within siloes to launching an integrated operational-improvement program organized around customer journeys (the set of interactions a customer has with a company when making a purchase or receiving services) as well as the internal journeys (end-to-end processes inside the company). Examples of customer journeys include a homeowner filing an insurance claim, a cable-TV subscriber signing up for a premium channel, or a shopper looking to buy a gift online. Examples of internal-process journeys include Order-to-Cash or Record-to-Report. The second part is a shift from using individual technologies, operations capabilities, and approaches in a piecemeal manner inside siloes to applying them to journeys in combination and in the right sequence to achieve compound impact.
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