Publications

  • Running the Business through Your Customer's Eyes

    July 07, 2017 | Bain Brief

    To create a truly excellent customer experience, more companies are turning to new key unit of management: the episode.

  • New Bank Strategies Require New Operating Models

    May 15, 2017 | Bain Brief

    It’s high time for banks to shake up creaky structures and ways of working—and time is running short for responding to incursions by nonbank technology firms.

  • Blockchain in Financial Markets: How to Gain an Edge

    February 08, 2017 | Bain Brief

    By taking a systematic approach, companies can manage through the uncertainty surrounding distributed ledger technology—and achieve a strategic advantage.

  • Bank Contact Centers: Dial 'T' for Transformation

    January 18, 2017 | Bain Brief

    These phone-centric operations, reimagined and reenergized, can hold the key to retail banking’s digital future.

  • Big, Bold Bank Cost Transformation

    December 20, 2016 | Bain Brief

    Senior teams can achieve major cost reform by demonstrating to everyone in the organization why it's beneficial to embrace simplicity and keep bad costs from creeping back.

  • Leading a 360-Degree Digital Transition

    October 10, 2016 | Bain Brief

    Embracing the digital revolution is about bold management, not just technology.

  • Simple and Digital: Happier Customers and Radically Lower Costs in Telecom

    August 24, 2016 | Bain Brief

    Leading telcos are using digital technologies and the processes that accompany them to simplify their organizations, improve customer service and transform the economics of the industry.

  • The Elements of Value

    August 09, 2016 | Harvard Business Review

    Understanding the 30 elements of value can help managers creatively add value to their brands, products and services and thereby gain an edge with consumers.

  • Retail Banks: Manage for Glory or Cash?

    July 14, 2016 | Bain Brief

    Many retail banks have traditionally kept their options open with an "all of the above" approach to preparing for the future. But it's time to make tough strategic choices about how to meet the challenge of insurgent competitors and capture new profit pools.

  • Technology, Strategy and People: Becoming a Digital Oil and Gas Company

    May 25, 2016 | Bain Brief

    Whether a leader or fast follower, every oil and gas company will need to develop a strategic plan for how it will use digital technology to gain a competitive advantage over the next three to five years.