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Customer Experience & Design Insights


Blog post

Six digital trends that are changing banking

– Like many digital businesses, the financial services industry is discovering the value of great design in winning and retaining... customers.
Blog post

Design, meet data: Unlocking design ROI

– How companies can quickly achieve significant business impact by applying a combination of advanced analytics and experience design... to customer journeys.
Blog post

Two strategies to better appeal to customers and grow revenues in digital banking

– My colleagues Somesh Khanna, John Rountree, Vik Kakkar and I reviewed data around the direction of digital customer acquisition... in the North American banking landscape. Here's some perspectives.

Speed and scale: Unlocking digital value in customer journeys

– Even as organizations assemble digital building blocks for the long term, they also need short-term, pragmatic moves that meet... customer expectations and protect core businesses today.

The new consumer decision journey

– For years, empowered consumers have held the upper hand when it comes to making purchasing decisions. But companies are fighting... back.

Overcoming obstacles to digital customer care

– Providing superior digital customer care, or e-care, can lower costs and increase customer satisfaction. Yet it’s easier... said than done.
Article - McKinsey Quarterly

Service innovation in a digital world

– New digital upstarts are threatening the bottom lines, growth prospects, and even business models of traditional service providers.... It’s time for incumbents to innovate—or be left behind.

How US state governments can improve customer service

– A McKinsey Center for Government survey finds that Americans are often dissatisfied with state services—and identifies significant... opportunities for improvement.

Digitizing the consumer decision journey

– In a world where physical and virtual environments are rapidly converging, companies need to meet customer needs anytime, anywhere.... Here’s how.
Article - Harvard Business Review

The truth about customer experience

– Companies have long emphasized touchpoints—but the narrow focus on maximizing satisfaction at those moments can create a distorted... picture.