Accelerating the digitization of business processes | McKinsey & Company

Thanks to companies such as Amazon and Apple, they now expect every
organization to deliver products and services swiftly, with a seamless user
experience.

Customers want to log in to their online electricity account and see a
real-time report of their consumption. They expect to buy a phone from
their telecommunications provider and have it activated and set up
immediately out of the box. They want bank loans to be preapproved or
approved in minutes. They expect all service providers to have automated
access to all the data they provided earlier and not to ask the same
questions over and over again. They wonder why a bank needs their salary
slips as proof of income when their money is being deposited directly into
the bank every month by their employer.


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Source:
http://www.mckinsey.com/Insights/Business_Technology/Accelerating_the_digitization_of_business_processes?cid=DigitalEdge-eml-alt-mip-mck-oth-1405
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