Design Insights

The CEO guide to customer experience

August 2016—Companies that create exceptional customer experience can set themselves apart from their competitors.

From the McKinsey Quarterly

“Leading companies understand that how an organization delivers for customers is beginning to be as important as what it delivers.”

From the article: The CEO guide to customer experience

Article

New insights for new growth: What it takes to understand your customers today

– Companies that know how and when to use the wide array of research tools available today have a big competitive advantage in generating insights that lead to new organic growth.
Article

Transforming life insurance with design thinking

– Better addressing the evolving needs of consumers can help incumbents win their loyalty—and protect against new competitors.
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.

Design thinking

“Using empathy to put customers, clients, and end users at the center of the problem-solving equation is the foundation of design thinking.”

From the article: Building a design-driven culture

Article

From touchpoints to journeys: Seeing the world as customers do

– To maximize customer satisfaction, companies have long emphasized touchpoints. But doing so can divert attention from the more important issue: the customer’s end-to-end journey.
Article

Building a design-driven culture

– It’s not enough to just sell a product or service—companies must truly engage with their customers. Here’s how to embed experience design in your organization.
Article

What every executive needs to know about design

– Meeting ever-increasing consumer expectations requires senior executives to place design at the center of business strategy.

The power of digital

“Digital should be seen less as a thing and more a way of doing things.”

From the article: What digital really means

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 - McKinsey Quarterly

An incumbent’s guide to digital disruption

– Incumbents needn’t be victims of disruption if they recognize the crucial thresholds in their life cycle, and act in time.
Article

What ‘digital’ really means

– Everyone wants to go digital. The first step is truly understanding what that means.

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Podcasts

Podcast

Why the customer experience matters

– Truly understanding customer needs may help companies improve not only the buying experience but also their bottom line.
Podcast

The power of design thinking

– Infusing your organization with a design-driven culture that puts the customer first may provide not only real, measurable results... but also a distinct competitive advantage.

INTERVIEWS

Interview

Good design is good business

– Kleiner Perkins Caufield & Byers design partner John Maeda talks to McKinsey’s Hugo Sarrazin about why today’s... senior executives must understand design.
Interview

Making design a business priority

– Being “design driven” means operating in a fundamentally different way. In this video, McKinsey’s Mahin Samadani... explains how companies can make the transition.
Interview

Applying design thinking across the business: An interview with Citrix’s Catherine Courage

– Catherine Courage champions user-centered design—not only for the benefit of the software company’s customers but... also for its employees.

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