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GenAI's transformative power is redefining insights-driven customer engagement in three ways
BCG · framework_other
GenAI's transformative power is redefining insights-driven customer engagement in three ways
 A comprehensive solution is essential to harness GenAI for revolutionizing customer engagement
BCG · other
A comprehensive solution is essential to harness GenAI for revolutionizing customer engagement
 Market mirror | ... leveraging advanced, actionable insights and dynamic innovation to differentiate and guide strategy
BCG · process_diagram
Market mirror | ... leveraging advanced, actionable insights and dynamic innovation to differentiate and guide strategy
 GenAI turbocharges innovation, achieving 10x concepts in 10x shorter time
BCG · case_study
GenAI turbocharges innovation, achieving 10x concepts in 10x shorter time
10x — Innovation speed and volume
 Creativity at scale | GenAI delivers personalized, convenient, values-driven experiences that meet evolving customer needs
BCG · key_messages
Creativity at scale | GenAI delivers personalized, convenient, values-driven experiences that meet evolving customer needs
79% — customer preference
 Creativity at scale in biopharma case study | Always-on GenAI content generation delivers more assets with significant time saved
BCG · case_study
Creativity at scale in biopharma case study | Always-on GenAI content generation delivers more assets with significant time saved
3-5 weeks — Time saved
 Conversational capability | GenAI conversational agents simplify interactions, cut customer effort, and provide quicker, accurate solutions
BCG · process_diagram
Conversational capability | GenAI conversational agents simplify interactions, cut customer effort, and provide quicker, accurate solutions
 Conversational capability in sales | GenAI transforms sales with hyper-personalization and AI-driven roles
BCG · case_study
Conversational capability in sales | GenAI transforms sales with hyper-personalization and AI-driven roles
 Conversational capability in B2B sales | GenAI reinvents how sales teams in the field engage with customers across different channels
BCG · customer_journey
Conversational capability in B2B sales | GenAI reinvents how sales teams in the field engage with customers across different channels
 Path to implementation | Shift the insights function from data requestor to insights curator for customer-centric growth
BCG · framework_other
Path to implementation | Shift the insights function from data requestor to insights curator for customer-centric growth
 Path to implementation | Navigate the GenAI vendor ecosystem with rigorous assessment to unlock value
BCG · framework_other
Path to implementation | Navigate the GenAI vendor ecosystem with rigorous assessment to unlock value
 Path to implementation | Rethink customer-facing team structures, streamlining into three unified, AI-driven processes
BCG · process_diagram
Path to implementation | Rethink customer-facing team structures, streamlining into three unified, AI-driven processes
 Design scalable architecture to support the expanding GenAI ecosystem
BCG · process_diagram
Design scalable architecture to support the expanding GenAI ecosystem
 Develop practices to manage risks and ensure responsible AI use
BCG · implementation_plan
Develop practices to manage risks and ensure responsible AI use
 Software Engineering Leaders are saying...
misc · 2023 · quote_slide
Software Engineering Leaders are saying...
 Sales Leaders are saying...
misc · 2023 · quote_slide
Sales Leaders are saying...
 IT — ChatGPT policies under development, risk convos make it to the boardroom
misc · 2023 · industry_trends
IT — ChatGPT policies under development, risk convos make it to the boardroom
79% — Policy adoption
 InfoSec — AI working groups, data guidelines and humans in the loop for risk mitigation
misc · 2023 · key_takeaways
InfoSec — AI working groups, data guidelines and humans in the loop for risk mitigation
63% — Percentage of respondents
 D&A – AI-generated synthetic data can overcome real-world data shortfalls but is not infallible
misc · 2023 · industry_trends
D&A – AI-generated synthetic data can overcome real-world data shortfalls but is not infallible
60% — Adoption rate
 Software Engineering – using generative AI, but many lack governance
misc · 2023 · industry_trends
Software Engineering – using generative AI, but many lack governance
60% — AI usage in software engineering
 Supply Chain*- leaders are looking to AI to address the corporate brain drain and increasing unpredictability
misc · 2023 · industry_trends
Supply Chain*- leaders are looking to AI to address the corporate brain drain and increasing unpredictability
71% — adoption rate
 Marketing* — expects generative AI to become a mainstay in the MarTech stack, and many are already using it
misc · 2023 · key_takeaways
Marketing* — expects generative AI to become a mainstay in the MarTech stack, and many are already using it
100% — Adoption timeline
 Sales* - Some believe they can completely replace a team member with generative AI, with sales ops being most common
misc · 2023 · key_takeaways
Sales* - Some believe they can completely replace a team member with generative AI, with sales ops being most common
37% — replacement sentiment
 JOIN THE CONVERSATONS!
misc · 2023 · closing_ask
JOIN THE CONVERSATONS!
 L.E.K. Consulting sponsors a unique analysis of hospital priorities in APAC; our third annual study engaged more than 400 hospital executives across public and private providers in eight key markets
LEK · 2022 · context
L.E.K. Consulting sponsors a unique analysis of hospital priorities in APAC; our third annual study engaged more than 400 hospital executives across public and private providers in eight key markets
406 — Survey respondents
 Compared to our last edition, hospitals across the region are in a better financial position, with priorities shifting from COVID-19 recovery to improving safety/operations; digital remains a top priority
LEK · 2022 · executive_summary
Compared to our last edition, hospitals across the region are in a better financial position, with priorities shifting from COVID-19 recovery to improving safety/operations; digital remains a top priority
 Hospitals have been showing resilience with a positive trend towards full recovery; for most hospitals, elective surgeries are back to pre-pandemic levels with a strong outlook for 2022
LEK · 2022 · key_takeaways
Hospitals have been showing resilience with a positive trend towards full recovery; for most hospitals, elective surgeries are back to pre-pandemic levels with a strong outlook for 2022
80%-90% — EBITDA margin
 80%-90% of hospitals have achieved a balanced budget or positive EBITDA margin, indicating recovery from COVID-19 impact since 2020
LEK · 2022 · financial_analysis
80%-90% of hospitals have achieved a balanced budget or positive EBITDA margin, indicating recovery from COVID-19 impact since 2020
90% — EBITDA margin
 Although private hospitals have an optimistic budget outlook, ~20% of large private hospitals are currently facing budget deficits, indicating a slow recovery
LEK · 2022 · financial_analysis
Although private hospitals have an optimistic budget outlook, ~20% of large private hospitals are currently facing budget deficits, indicating a slow recovery
20% — EBITDA margin
 Public hospitals show better budget outlook in the near term in light of increased government funding; currently, less than 15% of medium-size or large hospitals are facing budget deficits
LEK · 2022 · financial_analysis
Public hospitals show better budget outlook in the near term in light of increased government funding; currently, less than 15% of medium-size or large hospitals are facing budget deficits
15% — Budget status
 Across most APAC hospitals, elective procedure volumes have mostly returned to pre-pandemic levels, with growth expected over coming years
LEK · 2022 · industry_trends
Across most APAC hospitals, elective procedure volumes have mostly returned to pre-pandemic levels, with growth expected over coming years
81% — Percentage of respondents
 Compared to 2020, hospitals now show greater need for funding for business sustainability; economic growth and reduced cost can result in positive impact
LEK · 2022 · industry_trends
Compared to 2020, hospitals now show greater need for funding for business sustainability; economic growth and reduced cost can result in positive impact
64% — Percentage of respondents
 With a positive outlook, hospitals are focusing on operational and clinical improvements; hospitals are now focusing spend on infrastructure and therapeutics
LEK · 2022 · key_messages
With a positive outlook, hospitals are focusing on operational and clinical improvements; hospitals are now focusing spend on infrastructure and therapeutics
 As market dynamics evolve, strategic priorities have shifted from COVID-19 recovery towards better healthcare worker safety, improved clinical outcomes and workflow optimisation
LEK · 2022 · industry_trends
As market dynamics evolve, strategic priorities have shifted from COVID-19 recovery towards better healthcare worker safety, improved clinical outcomes and workflow optimisation
70% — Percentage of respondents
 Over 40% of hospitals are expected to increase spending on physical and digital infrastructure; amongst medical supplies, spending on innovative drugs/therapy is expected to be the top priority
LEK · 2022 · industry_trends
Over 40% of hospitals are expected to increase spending on physical and digital infrastructure; amongst medical supplies, spending on innovative drugs/therapy is expected to be the top priority
49% — Percentage of respondents expecting to increase spending
 Operational enhancement: Hospitals are looking to standardise purchasing for diagnostic imaging equipment; standardising surgical instruments supply has also garnered greater interest
LEK · 2022 · industry_trends
Operational enhancement: Hospitals are looking to standardise purchasing for diagnostic imaging equipment; standardising surgical instruments supply has also garnered greater interest
41% — Percentage of respondents
 Care enhancement: As hospitals recover from COVID-19 impact, priorities are shifting from building free-standing outpatient centres and home health services to building core infrastructures
LEK · 2022 · industry_trends
Care enhancement: As hospitals recover from COVID-19 impact, priorities are shifting from building free-standing outpatient centres and home health services to building core infrastructures
37% — Percentage of respondents who ranked the respective site as top 3
 Over 20% of APAC hospitals are using digital solutions to improve operational efficiencies and increase patient satisfaction; EMR is the top digital solution adopted
LEK · 2022 · industry_trends
Over 20% of APAC hospitals are using digital solutions to improve operational efficiencies and increase patient satisfaction; EMR is the top digital solution adopted
20% — Adoption rate
 Overall, EMR, patient information and medication management systems are the top digital solutions being adopted; hospitals have been focusing on building the proper back-end IT systems
LEK · 2022 · industry_trends
Overall, EMR, patient information and medication management systems are the top digital solutions being adopted; hospitals have been focusing on building the proper back-end IT systems
43% — Adoption rate
 Across most APAC markets, 20%-40% of hospitals are using back-end IT systems; Japan is taking the lead with over 65% of hospitals adopting EMR systems
LEK · 2022 · industry_trends
Across most APAC markets, 20%-40% of hospitals are using back-end IT systems; Japan is taking the lead with over 65% of hospitals adopting EMR systems
65% — Adoption percentage
 While across most hospitals in APAC, over 20% are currently using patient-facing digital solutions, Japan is noted to be conservative in adoption of these tools
LEK · 2022 · industry_trends
While across most hospitals in APAC, over 20% are currently using patient-facing digital solutions, Japan is noted to be conservative in adoption of these tools
20% — Adoption of patient-facing digital solutions
 On average, 25%-35% of hospitals in most of APAC are using physician support systems to improve patient outcomes; Japan, however, consistently has lower adoption
LEK · 2022 · market_landscape
On average, 25%-35% of hospitals in most of APAC are using physician support systems to improve patient outcomes; Japan, however, consistently has lower adoption
25%-35% — Adoption rate
 Most countries expect to increase staff efficiency/capacity and increase patient satisfaction with the adoption of digital health solutions; this is a shift in focus from reducing medical errors
LEK · 2022 · industry_trends
Most countries expect to increase staff efficiency/capacity and increase patient satisfaction with the adoption of digital health solutions; this is a shift in focus from reducing medical errors
5.0 — Weighted average value
 With increasing digital adoption, concerns around patient privacy and incompatibility between digital solutions are growing
LEK · 2022 · industry_trends
With increasing digital adoption, concerns around patient privacy and incompatibility between digital solutions are growing
63% — Percentage of respondents
 Building and maintaining an innovation culture is crucial but often elusive.
Accenture · 2022 · executive_summary
Building and maintaining an innovation culture is crucial but often elusive.
82% — C-level executives who believe suitable structures yield innovation culture
 "Culture eats strategy for breakfast."
Accenture · 2022 · quote_slide
"Culture eats strategy for breakfast."
 Strategy needs to be backed by a strong culture
Accenture · 2022 · context
Strategy needs to be backed by a strong culture
1,000 — C-level executives surveyed
 In fact, on average, Pacesetters grew revenues 6.5 times faster than their peers during 2018–20.
Accenture · 2022 · peer_benchmark
In fact, on average, Pacesetters grew revenues 6.5 times faster than their peers during 2018–20.
6.5X — Revenue growth multiple (Pacesetters vs Stragglers)
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