Christoph Burtscher has master’s degrees in international business and information management and received a doctorate in governance from Henley Business School, where he is still a visiting fellow. He is a digital change leader and held roles as CIO at the Winterthur Czech Republic, Director of IT Governance at AVIS, Head of Corporate and IS Governance at thetrainline.com, Director of Strategy at The LateRooms Group, and Director of Strategic Change and Digital at Yodel. He is currently the Head of Group Transformation Practice at Co-op Group, responsible for the company-wide change delivery capability for the transformation.
Publications
Part 2
Yodel is an independently owned UK-based parcel carrier with a focus on retail. It offers a range of delivery options to suit business needs and handles over 155 million parcels per year on behalf of approximately 1,000 clients. The movement of every parcel is determined by the barcode on its label, and technology drives the entire organisation. Currently, Yodel has a Supplier relationship with its retail clients and experiences competitive pressure in both pricing and service development. ‘Net promoter’ scores are measured regularly for both clients and their customers, and consumer insight is used extensively to optimise the services offered.
Part 4
Digital is causing disruption to traditional business models, and organisations need to adapt to survive. This not only endangers existing business models but also creates new opportunities, and organisations need to evaluate their options for the future. Weill and Woerner found that organisations need to see themselves as part of ecosystems rather than linear value chains, and need to take consumers’ increasing knowledge into account. These two dimensions – business design and knowledge of the end customer – result in a matrix of four options for business models in the digital era, as depicted in the figure below.
