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“E-lectric” customers

Understanding customers’ online engagement with their power and gas utilities: The case of Spain

”Utilities, brace for the online impact.”The shift to online channels has long since ceased to be a current topic among companies in retail and banking, for example. These companies have redefined the customer relationship model, not only in their industries, but in other sectors as well...
Marketing & sales

The advent of consumer owned genetic profiles

Personal genetic services due for explosive growth

Access to genetic information is becoming critical to the effectiveness of a new wave of medical treatments that are becoming available now. Personalized genetic services companies will act as a disruptive forces that are consumerizing genomic testing and driving rapid transformation...
Healthcare & life sciences

Beyond carrots and sticks

Unlocking safety gains through understanding irrational behavior

Many organizations that have undertaken safety improvement initiatives have found that while easy wins are typically accomplished early on, further progress often becomes increasingly difficult. Safety improvement typically depends on changing human behavior, which is driven by underlying...
Risk

Efficiency & effectiveness in rail operations

The role of long-term capex planning and major asset renewal and replacement

In this Viewpoint, we examine the challenge faced by major rail operators in Asia as they seek to address the unavoidable reality of aging assets, while at the same time delivering major capital projects. We then highlight the role that effective long-term capex planning and execution can...
Travel & transportation

Seizing the digital opportunities in pharma

Preparing your organization and monetizing the digital technologies

Digitalization in healthcare is booming, and creates unprecedented opportunities to further improve health standards and accessibility. Still, large pharma companies are confronted with the challenge of selecting, funding and developing the right projects among myriad initiatives: What is the right...
Healthcare & life sciences, Strategy, Organization & transformation

Digital transformation in developing countries

Promotion and adoption should be the main actions for companies and government

We believe it is a mistake to equate the digital-economy development needs and implications of Latin America (and other developing countries) with those of developed economies. These differences are not only based on the purchasepower gaps that every businessperson is aware of, but also how all...
Public services, Technology & innovation management

How to scale your Agile right

Successfully implementing Agile in large corporations

Being capable to react to change with agility is a key requirement for all companies onboarding digital business models or digital products and processes. It is becoming even more of a necessity to compete. Yet large and grown companies, in particular, see many challenges with the necessary balance...
Technology & innovation management, Information management

Car sharing in China: another storm in city mobility

The booming car-sharing business in China, its challenges and key success factors

After Didi acquired Uber China in 2016, the fierce battle between the two chauffeur giants came to an end, resulting in a large customer pool that was well educated on new urban mobility. Now the battle in city mobility continues, with another storm coming in – car sharing. Arthur D. Little...
Automotive

A tipping point in airport-industry economics

Arthur D. Little explores how airports must adapt their business models

At a time when the airport industry has never been so attractive, Arthur D. Little explores how airports must deal with fundamental disruptions in their business models. This calls for strong CxO focus and bolder and faster moves to guarantee value creation for all stakeholders in the ecosystem....
Travel & transportation

Dynamic innovation strategy

How to develop a strategy for innovation in the fast- moving digital world

Having a clear strategy for innovation seems like an obvious priority for any large company. However, the classical “top-down” analytical approach, which starts with business objectives and cascades down perfectly through to a series of narrowly defined innovation projects, is seen by many as too...
Strategy, Organization & transformation, Technology & innovation management