Given that digitization had such a transformative effect on customer behavior and relationships, it is perhaps not surprising that many organizations focused their digital transformation efforts on the customer experience front-end. However, in the race to focus on the customer, it was all too easy to ignore operations. Our 2013 research with MIT Sloan Management Review found that while 40% of digital initiatives were focused on the customer experience, this dropped to 26% for operations... Source : https://www.capgemini-consulting.com/going-big-operations-analytics