Customer Experience

Implementing a Digitally Integrated Operations Model

Author(s)

Everest Group Research

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Summary

Organizations today are constantly looking for transformation opportunities across business units and core operating processes. In order to fully realize their long-term goals and unlock the true potential of their investments, it’s imperative to break down organizational silos and enable cross-functional collaboration. A digitally integrated operations model enables businesses to adopt a more holistic approach to address operational challenges, reduce cost of operations, enhance customer experience, and ensure governance and security.

This study by Everest Group, sponsored by WNS, covers:

The architecture and characteristics of a digitally integrated operations model
Operational requirements from a transition and governance perspective with expected business outcomes
In-depth focus on the insurance industry and understanding the challenges for both traditional and greenfield insurers
The success story of how Convex Group, a greenfield insurer headquartered in Bermuda, implemented this model, and the resulting business impact