Starbucks serves up exceptional experiences Agility is critical to being a Continuum By 2018, 23.4 million people used the Starbucks Competitor. It is one of the six key practices app at least once every six months to make we analyzed, but also underpins the other 昀椀ve. a purchase. Because so much of Starbucks’ Embed agility into the development of new business has been cloud-ready for so many processes, and those processes will repay you years, they’re well positioned in the Continuum by allowing for ever-more agility in the future— to continue to innovate and grow, even through unleashing 昀椀nancial and human capital for economic and social uncertainties. transformation. Starbucks scores high on this kind of feed-it-forward agility and the other 昀椀ve practices detailed in 昀椀gure 5. 23.4 million people It’s no wonder that Starbucks hits high on used the Starbucks agility given the company’s progressive mindset, with a laser focus on exceptional app at least once experience and personalization. every six months. After the shock of the 2008 recession, Starbucks introduced Wi昀椀 in stores, as well as mobile payment options and loyalty programs. Ever–ready for every opportunity 24