Reinventing businesses à la Eleven Madison Park

Image: Spencer Platt/Getty Images

Manhattan's Flatiron neighborhood is home to many tall apartment buildings and office high-rises. Right at the heart of this neighborhood is Eleven Madison Park (EMP), a fine-dining restaurant that overlooks the most beautiful park in Manhattan.

The acclaimed restaurant has earned just about every possible honour in the last few years: Three stars from the Michelin Guide, four stars from The New York Times. In 2017, the influential guide named EMP as the best restaurant in the world. That same year, the restaurant closed its doors for a four-month renovation.

With the dining room stripped bare and the kitchen gutted, the restaurant was ready to reinvent itself. The restaurant reopened last year to rave reviews, with an overhauled dining room, kitchen, service-ware and a striking new menu.

Digital disruption has realigned customer experience with four key driving forces:

Bringing people, process and technology together

To truly innovate at scale, enterprises have to bring together the world of technology, people and purpose. Organisations have to reinvent the core, develop enterprise-wide digital capabilities and drive continuous improvement to reimagine customer experiences.

Deliver value
The founders of EMP melted down their kitchen’s old stove into a liquid state to then be turned into a solid block. That solid block now greets the restaurant’s visitors as a step at the entrance of the new dining room. For the founders of the restaurant, this is symbolic of the fact that you have to go through the past to walk into the future.

As the BPM industry moves into the future, it has to build on its past. The best way to do that is to align people and purpose with technology.

The author is Senior Vice President and Global Head of Sales and Enterprise Capability at Infosys BPM.