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Pioneers have successfully transformed and captured benefits
BCG · case_study
Pioneers have successfully transformed and captured benefits
50% — AHT reduction
 Realizing the full potential requires transformation of the entire customer service value chain, with support response being the typical starting point
BCG · value_chain
Realizing the full potential requires transformation of the entire customer service value chain, with support response being the typical starting point
 The value pools are big – with opportunities beyond cost reduction
BCG · impact_sizing
The value pools are big – with opportunities beyond cost reduction
~60+% — Productivity uplift
 Agentic AI unlocks a step change
BCG · section_divider
Agentic AI unlocks a step change
 The future of autonomous processes is now: agentic AI is observing, planning, and acting like a human
BCG · framework_other
The future of autonomous processes is now: agentic AI is observing, planning, and acting like a human
 With agentic AI, future operations will be run by thousands of AI agents, performing multiple tasks and augmenting humans for higher-level tasks
BCG · comparison_table
With agentic AI, future operations will be run by thousands of AI agents, performing multiple tasks and augmenting humans for higher-level tasks
 To enable value realization, companies need to build a target operating model in which AI agents work alongside human employees
BCG · process_diagram
To enable value realization, companies need to build a target operating model in which AI agents work alongside human employees
 Companies can choose the maturity level of AI agents based on the level of trust established and desired
BCG · framework_other
Companies can choose the maturity level of AI agents based on the level of trust established and desired
 Example: Already, agentic AI solves E2E processes autonomously – in the short term with second-level implications in agent-to-agent communication
BCG · client_example
Example: Already, agentic AI solves E2E processes autonomously – in the short term with second-level implications in agent-to-agent communication
 Most firms leave major value untapped
BCG · section_divider
Most firms leave major value untapped
 Most companies are struggling to realize value from AI – barriers form around both org transformation and tech orchestration
BCG · pain_points
Most companies are struggling to realize value from AI – barriers form around both org transformation and tech orchestration
72% — measurable impact on P&L
 Change management is one of the biggest obstacles and the essential enabler for GenAI success
BCG · key_takeaways
Change management is one of the biggest obstacles and the essential enabler for GenAI success
98% — percentage of leaders
 At the same time, navigating the evolving tech ecosystem remains challenging, and often-promised "plug-and-play" lags expectations
BCG · market_landscape
At the same time, navigating the evolving tech ecosystem remains challenging, and often-promised "plug-and-play" lags expectations
89% — vendor selection difficulty
 Despite limited value realized to date, there are pathways to recover
BCG · recommendation
Despite limited value realized to date, there are pathways to recover
95% — Executive sentiment
 Focus on 5 hard-earned lessons to win
BCG · section_divider
Focus on 5 hard-earned lessons to win
 Successful GenAI transformations in customer service provide 5 key lessons on value and business focus, tech orchestration, and reusability
BCG · key_takeaways
Successful GenAI transformations in customer service provide 5 key lessons on value and business focus, tech orchestration, and reusability
28% — P&L impact
 Make it business-led – it’s a transformation effort, not just a tech deployment
BCG · framework_other
Make it business-led – it’s a transformation effort, not just a tech deployment
70% — Relative GenAI impact
 Focus on value – make decisions and prioritize value pools based on business case and associated potential
BCG · framework_2x2
Focus on value – make decisions and prioritize value pools based on business case and associated potential
 For the tech stack, a solid data layer and a well-executed intelligence layer are needed, allowing for GenAI orchestration across platforms
BCG · framework_other
For the tech stack, a solid data layer and a well-executed intelligence layer are needed, allowing for GenAI orchestration across platforms
 For winning the tech game, a hybrid strategy is proven by P&L impact
BCG · key_takeaways
For winning the tech game, a hybrid strategy is proven by P&L impact
88% — P&L impact
 Reinvent from scratch for a world of unconstrained AI resources – to maximize impact, don't just automate flawed human processes
BCG · client_example
Reinvent from scratch for a world of unconstrained AI resources – to maximize impact, don't just automate flawed human processes
 Path forward to a value-focused GenAI transformation of customer service
BCG · implementation_plan
Path forward to a value-focused GenAI transformation of customer service
 This study is a first step towards developing a set of comparative global benchmarks, providing improved performance data to the freight sector
LEK · 2019 · context
This study is a first step towards developing a set of comparative global benchmarks, providing improved performance data to the freight sector
 This study focuses on the ‘materials management’ components of supply chains, as these most significantly impact freight
LEK · 2019 · context
This study focuses on the ‘materials management’ components of supply chains, as these most significantly impact freight
 Two supply chains were selected as initial ‘proof of concept’ studies
LEK · 2019 · case_study
Two supply chains were selected as initial ‘proof of concept’ studies
$40b — Economic contribution
 As a ‘pilot’ this study examined a subset of geographies and supply chain elements
LEK · 2019 · context
As a ‘pilot’ this study examined a subset of geographies and supply chain elements
 International comparators were selected to enable a relevant ‘like for like’ comparison for waste and wine
LEK · 2019 · context
International comparators were selected to enable a relevant ‘like for like’ comparison for waste and wine
 Australian’s generate a significant amount of waste per capita but compares more favourably in terms of household waste (MSW)
LEK · 2019 · peer_benchmark
Australian’s generate a significant amount of waste per capita but compares more favourably in terms of household waste (MSW)
2.2 — Tonnes per capita
 While recycling rates are broadly similar, EU comparators divert substantially more waste from landfill than Australia due to greater waste to energy
LEK · 2019 · peer_benchmark
While recycling rates are broadly similar, EU comparators divert substantially more waste from landfill than Australia due to greater waste to energy
99% — MSW diversion rate
 Despite many apparent inefficiencies in the overall waste sector, the freight component of the waste supply chain appears to be relatively efficient
LEK · 2019 · benchmark_peers
Despite many apparent inefficiencies in the overall waste sector, the freight component of the waste supply chain appears to be relatively efficient
0.3 — Cost per ton per kilometer
 However, the configuration and design of the waste ecosystem has a significant bearing on freight efficiency
LEK · 2019 · context
However, the configuration and design of the waste ecosystem has a significant bearing on freight efficiency
30-50% — waste management costs
 These ‘ecosystem’ factors are evident when benchmarking total costs for the ‘refuse’ (landfill) waste stream....
LEK · 2019 · peer_benchmark
These ‘ecosystem’ factors are evident when benchmarking total costs for the ‘refuse’ (landfill) waste stream....
$473 — Total cost of landfill / refuse waste stream (AUD per tonne)
 Australia compares more favourably in terms of unit cost for recycling and organics waste streams
LEK · 2019 · benchmark_peers
Australia compares more favourably in terms of unit cost for recycling and organics waste streams
272 — AUD per tonne
 Best practices with respect to transport of waste in other geographies indicate there is opportunity for improvement
LEK · 2019 · case_study
Best practices with respect to transport of waste in other geographies indicate there is opportunity for improvement
 Of the c.1.4b litres of wine produced in Australia, two-thirds is exported (with bulk nearly half the volume) predominantly to the UK, China, and the US
LEK · 2019 · market_landscape
Of the c.1.4b litres of wine produced in Australia, two-thirds is exported (with bulk nearly half the volume) predominantly to the UK, China, and the US
1.4b — Wine export volume
 Inherent differences between the South Australia, Californian and Bordeaux wine supply chains impact the nature of the supply chain
LEK · 2019 · case_study
Inherent differences between the South Australia, Californian and Bordeaux wine supply chains impact the nature of the supply chain
 Notwithstanding these differences, the Australian wine supply chain appears to be reasonably efficient against the geographies reviewed from a cost perspective
LEK · 2019 · benchmark_peers
Notwithstanding these differences, the Australian wine supply chain appears to be reasonably efficient against the geographies reviewed from a cost perspective
0.1 — Total grape transport cost per 9LE
 Industry participants indicate that they see the materials movement elements of the supply chain as efficient, with appropriate Government support
LEK · 2019 · key_messages
Industry participants indicate that they see the materials movement elements of the supply chain as efficient, with appropriate Government support
 A potentially repeatable method has been developed to benchmark supply chains internationally
LEK · 2019 · process_diagram
A potentially repeatable method has been developed to benchmark supply chains internationally
 As the choice of future supply chains will be critical to future work a selection framework has been developed to assist prioritisation
LEK · 2019 · framework_other
As the choice of future supply chains will be critical to future work a selection framework has been developed to assist prioritisation
 Based upon economic importance, proportion of freight cost and import dependence, we have suggested 10 potential supply chains for consideration
LEK · 2019 · initiative_list
Based upon economic importance, proportion of freight cost and import dependence, we have suggested 10 potential supply chains for consideration
 This study is a first step towards developing a set of comparative global benchmarks, providing improved performance data to the freight sector
LEK · 2019 · problem_statement
This study is a first step towards developing a set of comparative global benchmarks, providing improved performance data to the freight sector
$8-20bn — c/net tonne kilometre
 This aligns to the key priorities identified in the National Freight and Supply Chain Strategy action plan
LEK · 2019 · context
This aligns to the key priorities identified in the National Freight and Supply Chain Strategy action plan
 This study focuses on the ‘materials management’ components of a broader integrated supply chain, as these most significantly impact freight
LEK · 2019 · process_diagram
This study focuses on the ‘materials management’ components of a broader integrated supply chain, as these most significantly impact freight
 Two supply chains were selected as initial 'proof of concept' studies
LEK · 2019 · case_study
Two supply chains were selected as initial 'proof of concept' studies
 The waste industry in Australia is an essential service, employing ~28,000 people nationally
LEK · 2019 · context
The waste industry in Australia is an essential service, employing ~28,000 people nationally
~28,000 — Employment
 Waste can be categorized across a number of different dimensions
LEK · 2019 · other
Waste can be categorized across a number of different dimensions
 On a total basis (including C&I and C&D), Australians are a significant per capita generators of waste by international standards, falling slowly over time
LEK · 2019 · peer_benchmark
On a total basis (including C&I and C&D), Australians are a significant per capita generators of waste by international standards, falling slowly over time
2.2 — Tonnes per capita
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