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Transforming a Market Leader’s Digital Operating Model to Accelerate Growth

After a post-pandemic boom in business, a North American consumer services market leader with more than $4 billion in annual revenues had made aggressive digital investments that had not resulted in the desired ROI. The client engaged FTI Consulting to transform its digital operating model and drive business growth by reimagining its digital strategy, customer journeys and ways of working.

Our Impact

FTI Consulting helped the client identify millions of dollars in revenue growth and ensure sustainable value of capture investments by preparing a detailed nine-month digital acceleration roadmap with 11 specific initiatives.
Our cross-segment team of professionals established enterprise-wide alignment on digital portfolio gaps and opportunities by developing a common fact base across 12 executives and more than 50 stakeholders.
We designed and implemented a future-state operating model, including: a new organizational structure encompassing digital, data, IT and business operations teams; new governance processes; and a cultural shift to more customer-centric and agile ways of working across functions.

Our Role

FTI Consulting conducted a detailed cross-function assessment of data analytics, digital operations, IT team governance, ways of working, capabilities and maturity gaps.
The team orchestrated an intensive stakeholder engagement program and gathered comprehensive insights through questionnaires, workshops and team shadowing.
Our professionals facilitated executive alignment workshops to establish digital, data and AI initiatives as strategic enablers for the business and developed a north star vision and transformation roadmap for the company.