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Executive Briefing - McKinsey Quarterly

The CEO guide to customer experience

– Companies that create exceptional customer experiences can set themselves apart from their competitors.
Article

More than digital plus traditional: A truly omnichannel customer experience

– Adding digital channels requires major efforts, yet payoffs can disappoint. Integrating digital and traditional channels into... a truly omnichannel offering is even harder—but multiplies the rewards.
Article

Developing a customer-experience vision

– To provide a distinctive experience for customers, an organization must unite around the goal of meeting their true needs. Done... well, the effort can power a vast amount of innovation.
Article

Using rapid process digitization to transform the customer experience

– Transforming the customer experience requires a level of speed and precision that traditional approaches can’t meet. The... best practitioners do it in real time.
Article

Are you really listening to what your customers are saying?

– Too many companies squander the treasure that is customer feedback. The solution is systematically measuring the customer’s... voice and integrating it into a culture of continuous feedback.
Article

Designing and starting up a customer-experience transformation

– To successfully initiate a broad improvement program, decide on a structure, select the sequence that’s right for your type... of company, and don’t forget to recruit change agents.
Article

The secret to delighting customers: Putting employees first

– The main hurdle in customer experience is translating boardroom vision into action at the front line. Empowered employees are... the key.
Article

Transforming expert organizations

– Improving operations and client experience in B2B organizations is hard because they rely so heavily on highly skilled experts.... But those experts can also be the source of a solution.
Report

Technologies that could transform how industries use energy

– Energy accounts for a sizable share of company operating costs. Our new report details 33 technologies to improve energy efficiency—and... your bottom line.
Article - McKinsey Quarterly

When subpar operations threaten margin growth

– Consumer-goods companies with weak cost management will struggle to increase the bottom line—no matter how much they grow.
Article

Digital manufacturing: The revolution will be virtualized

– Few manufacturers are responding to opportunities and threats presented by the digital revolution in a comprehensive, coordinated... way. Learn how and why manufacturing industries require a digital transformation.

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