Understanding the services revolution: How to test and learn

Описание: "When you start thinking about innovation, disruptive innovation, there is an instinctive reaction to think about it at scale. So how do I change the customer experience at scale?"

That's the question Travis Fagan, the McKinsey director who leads our global Service Operations Practice, tackles in this installment of our #McKDigital edge series on the digitization of the enterprise. Using Walmart's digital labs as an example of disruptive thinking, he explains how the world's largest retailer is trying to catch up with online leader Amazon.

For more example of how digitization has brought disruptive innovation to the service sector and beyond, visit: http://bit.ly/McKDigital.