Rethinking customer journeys with the next-generation operating model

<table width="633" border="0" cellspacing="0" cellpadding="0"> <tr> <td width="403" valign="top"> <font face="Verdana, Arial, Helvetica, sans-serif" size="-1" color="#4c4949"><span style="font-size: 13px;">This operating model offers business leaders the opportunity for wins in customer experience, cost reduction, and prospects for growth.</span></font><br/> <a href="https://podcasts.mckinsey.com:443/l?r=unknown&s=_unknown&i=6c633a31303030303163343775753337356c71366939&he=687474702533412532462532467777772e6d636b696e7365792e636f6d253246617373657473253246646f74636f6d2532467468652d6d636b696e7365792d706f64636173742532464d502d52657468696e6b696e672d637573746f6d65722d6a6f75726e6579732d776974682d7468652d6e6578742d67656e65726174696f6e2d6f7065726174696e672d6d6f64656c2e6d7033"><font face="Verdana, Arial, Helvetica, sans-serif" size="-2" color="#006699">Read more &#62;</font></a><br/> <a href="https://podcasts.mckinsey.com:443/l?r=unknown&s=_unknown&i=6c633a31303030303163343775753337356c71366939&he=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"> <img src="//podcasts.mckinsey.com/x/img/podcast.gif" border="0"/></a>&nbsp;&nbsp; <a href="https://podcasts.mckinsey.com:443/l?r=unknown&s=_unknown&i=6c633a31303030303163343775753337356c71366939&he=253246253246706f6463617374732e6d636b696e7365792e636f6d253246706f646361737425334670632533446d61696e2532367075253344687474702532353341253235324625323532467777772e6d636b696e73657