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Article

Finding the right digital balance in B2B customer experience

– Growing numbers of B2B companies are focusing on digitization to succeed with customer-centric strategies. Here’s how to get it right.

Customer experience

Customer Experience

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Video

Lifting customer experience at an elevator company

– Pierre Liautaud, executive vice president at Finnish elevator maker KONE, describes the critical role of frontline teams in navigating... complex business-to-business (B2B) customer-experience relationships.
Article

Marrying art and science to improve lifecycle pricing

– How innovative retailers align analytics, processes, and organizations to boost profitability.
Interview

An insurer’s journey to better customer experience: A conversation with Allianz’s Firuzan Iscan

– The customer-experience leader at Allianz describes how the German insurer is learning to view customer journeys from an outside-in... perspective.
Article

Four ways to shape customer-experience measurement for impact

– Too many companies are themselves unhappy customers when it comes to building measurement systems. Here’s how to make better... investments.
Article

Design for value and growth in a new world

– Customer choice has never been greater, so terrific design is essential for outstanding products and services—and to build... lasting customer relationships.
Article

How do winning consumer-goods companies capture growth?

– Our detailed analysis of 53 companies reveals four major growth drivers.
Interview

Playing offense: What it takes to drive growth

– In this interview, McKinsey senior partner Liz Hilton Segel speaks with Comcast Cable CEO Neil Smit about what organic growth... means and how a business drives it. The following is an edited version of their conversation.
Article

How retailers can drive profitable growth through dynamic pricing

– The secret is in customization: dynamic-pricing solutions must be tailored to a retailer’s business context, objectives,... and ways of working.
Article

The heartbeat of modern marketing: Data activation and personalization

– Technology has finally advanced to the point where marketers can use real-time data in a way that is both meaningful to customers... and profitable for companies.
Article

Capturing value from your customer data

– Companies can put their information to work by teasing out novel patterns, driving productivity, and creating new solutions.
Article

Meet your new MOM (Marketing Operating Model)

– To drive revenue growth in the digital age, new data shows that marketing leaders are upgrading data-collection technology, collaborating... closely with IT, and focusing on test-and-learn agility.