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Welcome Back
intro_image

Leveraging digital technologies, organizations are adopting four specific behaviors to deliver better business outcomes.

Driving mass personalization

Personalizing products and services to a market of one, and at scale

Creating exponential value

Adopting business models that enable limitless addressable markets and monetizing escalating layers of data

Leveraging ecosystems

Collaborating with partners inside and outside the supply chain to create new products and services

Embracing risk

Moving beyond rigid planning and operational barriers with an agile strategic approach

Driving mass personalization

Creating exponential value

Leveraging ecosystems

Embracing risk

Organizations that master these behaviors are best positioned to thrive during periods of disruption and change.

ALL
PILLARS
ARE NOT
EQUAL

Some principles are easier to adopt than the others. More than three-fourths of the organizations have adopted mass personalization, but a whopping two-thirds are averse to embracing risk.

78%
are driving mass personalization
36%
are creating exponential value
54%
are leveraging ecosystems
33%
have embraced risk
78%
are driving mass personalization
36%
are creating exponential value
54%
are leveraging ecosystems
33%
have embraced risk
TAILORED
EXPERIENCES

Most businesses realize the need to cater to the 'segment of one'.
Over three-quarters of the organizations surveyed say they are able to personalize at scale, reducing customer churn and boosting the bottom line.

How businesses are gauging customer preferences

63%
analyze past purchases
63%
analyze past purchases
41%
analyze pre-purchase browsing behavior
41%
analyze pre-purchase browsing behavior
63%
analyze past purchases
63%
analyze past purchases
41%
analyze pre-purchase browsing behavior
41%
analyze pre-purchase browsing behavior

What benefits companies have seen so far

60%
experienced higher customer profitability
60%
experienced higher customer profitability
59%
saw an increase in customer transaction values
59%
saw an increase in customer transaction values
60%
experienced higher customer profitability
60%
experienced higher customer profitability
59%
saw an increase in customer transaction values
59%
saw an increase in customer transaction values
Building value
through
personalization

Global OEMs acknowledge the potential returns of personalization and have harnessed the power of technology to add value to their brands.
Today, customers can browse and build their ideal vehicle from scratch in a matter of a few clicks.

FROM MASS
PRODUCTION
TO MASS
PERSONALIZATION
OF NEW
BUSINESS MODELS

Firms are creating multi-layered benefits to delight customers and gain a competitive edge.
Our survey revels that creating exponential value for all stakeholders, and not just reducing costs, is top of mind for organizations.

How organizations have gained from operating on an exponential value business model

64%
were able to target a wider range of customers
64%
were able to target a wider range of customers
54%
experienced higher profitability
54%
experienced higher profitability
31%
gained a competitive advantage
31%
gained a competitive advantage
64%
were able to target a wider range of customers
64%
were able to target a wider range of customers
54%
experienced higher profitability
54%
experienced higher profitability
31%
gained a competitive advantage
31%
gained a competitive advantage
Pioneering warehousing
as a service
PostNord expanded its portfolio to set up a standardized approach where companies can buy warehouse space along with supplementary services.
The warehouse service ecNOW caters to multiple smaller e-commerce firms, creating huge economies of scale while leveraging existing space and architecture.
DEMONSTRATE
DIFFERENTIATION,
DELIVER DELIGHT
COLLABORATIVE
PARTNERSHIPS

Collaboration - within and beyond supply chain networks - is the key to innovation.
Firms that have leveraged their ecosystems to develop new products and services report a significant increase in revenue and access to new markets and talent.

How organizations are leveraging ecosystems

54%
collaborate to create new products and services
54%
collaborate to create new products and services
46%
access gig economy to boost skill base
46%
access gig economy to boost skill base
37%
acquire startups to improve innovation capability
37%
acquire startups to improve innovation capability
54%
collaborate to create new products and services
54%
collaborate to create new products and services
46%
access gig economy to boost skill base
46%
access gig economy to boost skill base
37%
acquire startups to improve innovation capability
37%
acquire startups to improve innovation capability

What benefits have companies realized

44%
reported higher revenues
44%
reported higher revenues
43%
gained access to new markets
43%
gained access to new markets
33%
reduced risk while developing new products
33%
reduced risk while developing new products
44%
reported higher revenues
44%
reported higher revenues
43%
gained access to new markets
43%
gained access to new markets
33%
reduced risk while developing new products
33%
reduced risk while developing new products
Opening up
an airline ecosystem

Japan Airlines created ecosystems with not only other organizations but other industries as well, to boost innovation and deliver additional value at every stage of the customer journey.
The airline has partnered with up to 70 different companies to provide services such as accommodation and shopping.

COLLABORATE
TO INNOVATE
FAVORS
THE BRAVE

Playing it safe has its limitations in business. To be ahead of the rest, you need to try something new. 
While businesses recognize the need to embracing risk, most are yet to put it in practice.

Organizations’ appetite for risk

9%
adapt continuously to market conditions
9%
adapt continuously to market conditions
13%
plan for the year ahead but are flexible on resources
13%
plan for the year ahead but are flexible on resources
38%
work to three-year-cycles with finite resources
38%
work to three-year-cycles with finite resources
9%
adapt continuously to market conditions
9%
adapt continuously to market conditions
13%
plan for the year ahead but are flexible on resources
13%
plan for the year ahead but are flexible on resources
38%
work to three-year-cycles with finite resources
38%
work to three-year-cycles with finite resources

Benefits companies have seen so far

61%
improved productivity
61%
improved productivity
48%
expanded markets and customer base
48%
expanded markets and customer base
42%
lowered fixed centralized costs
42%
lowered fixed centralized costs
61%
improved productivity
61%
improved productivity
48%
expanded markets and customer base
48%
expanded markets and customer base
42%
lowered fixed centralized costs
42%
lowered fixed centralized costs
Government agency
leaps into the cloud

The Mississippi Department of Employment Security embraced risk and became the first US government agency to migrate its unemployment insurance system to the cloud.
By doing so, they eased the apprehension around data security and set a precedent for other states.

EMBRACE RISK,
ENJOY RETURNS
OVERCOMING
OBSTACLES

Lack of leadership has been named as a key barrier to adopting each of the Business 4.0 behaviors. Other obstacles are:

Driving mass personalization
35%

Inflexible or outdated technology

Creating exponential value
38%

Risks to data security

Leveraging ecosystems
36%

Risks to data security

Embracing risk
36%

Traditional corporate culture

Driving mass personalization
Creating exponential value
Leveraging ecosystems
Embracing risk
art-frdth-image

"Mass personalization is probably the next evolution of real customer service."

Adam Warne,
CIO,
N Brown

"We create value for our customers, but it also means we are operating at the front of the value chain rather than competing downstream."

Yukio Saegusa,
Vice President and Chief Digital Officer,
Bridgestone Corporation

"To cover all stages of the customer journey, we have to create ecosystems with other industries and companies."

Tomohiro Nishihata,
Executive Officer for Innovation,
Japan Airlines

"If you want to be ahead of the rest, you need to try something new."

Girish Nayak,
Chief of Customer Service, Operations, and Technology,
ICICI Lombard General Insurance

"Mass personalization is probably the next evolution of real customer service."

Adam Warne,
CIO,
N Brown

"We create value for our customers, but it also means we are operating at the front of the value chain rather than competing downstream."

Yukio Saegusa,
Vice President and Chief Digital Officer,
Bridgestone Corporation

"To cover all stages of the customer journey, we have to create ecosystems with other industries and companies."

Tomohiro Nishihata,
Executive Officer for Innovation,
Japan Airlines

"If you want to be ahead of the rest, you need to try something new."

Girish Nayak,
Chief of Customer Service, Operations, and Technology,
ICICI Lombard General Insurance