Design Insights

The CEO guide to customer experience

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