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Article

Why your call center is only getting noisier

– Investing in digital solutions to reduce call volumes and costs may not pay off if customer experience isn’t central to the effort.

Customer experience

Customer Experience

More insight into creating competitive advantage by putting customers first and managing their journeys.

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Article - McKinsey Quarterly

Culture for a digital age

– Risk aversion, weak customer focus, and siloed mind-sets have long bedeviled organizations. In a digital world, solving these... cultural problems is no longer optional.
Interview

How to turn marketing efficiency into growth

– At Western Union, fueling growth starts with taking a hard look at how effective current marketing programs are. Chief Strategy,... Product and Marketing Officer Libby Chambers explains how it’s done.
Article

For top sales-force performance, treat your reps like customers

– Companies that excel at sales growth are tightly focused on developing the talent they need by understanding how sales reps really... work.
Article

Consumer sentiment around the world: Trending upward

– In many countries, consumers felt less financial pressure in 2016 than they did the year before.
Article

When the customer experience starts at home

– To serve end customers better, begin with your employees.
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

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.
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.