Reinventing Customer Processes for Moments of Truth

What are the expectations of today's CEOs from their COOs? The transformation of customer-facing processes for critical moments. Have you ever pondered on who succeeded the iconic CEO of Apple, Steve Jobs? It was none other than the COO, Timothy Cook. Yes, you read that right. The chief operating officer ascended to the position of CEO at one of the most lucrative companies in history. Cook joined Apple back in 1998 and is recognized for steering the company away from manufacturing by shuttering factories and warehouses globally. This strategic move helped Apple reduce inventory levels and optimize its supply chain to rival the efficiency of Dell, leading to a significant increase in margins.

In the words of Cook, "You want to manage it as if you're running a dairy farm. If it goes beyond its expiration date, you've got a problem." Cook epitomizes the concept of "intelligent business operations" in the customer-centric enterprise that functions in the "now." This book establishes a connection between the COO and the Chief Marketing Officer (CMO) in a unique and impactful manner. It argues that the primary focus of today's COO should be on delivering delightful customer experiences. While the traditional back-office responsibilities will not vanish, the book urges COOs to pivot towards the front office as well.

This expanded role can be made feasible by the various principles and technologies discussed within the book. The newfound ability to utilize smarter process management has the potential to revolutionize your business into a dynamic, customer-driven enterprise that operates in real-time.

product information: