management and business
Tony D’Emidio, David Dorton, and Ewan Duncan
Service innovation in a digital world
New digital upstarts are threatening the bottom lines, growth prospects, and even business models of traditional service providers. It’s time for incumbents to innovate— or be left behind.
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The authors wish to thank Travis Fagan and Keith Gilson for their contributions to this article.
Tony D’Emidio is an associate principal in McKinsey’s Washington, DC, office; David Dorton is a director in the Atlanta office; and Ewan Duncan is a director in the Seattle office.
Copyright © 2014 McKinsey & Company. All rights reserved.