Transform customer experience, enterprise efficiency, and effectiveness through operational excellence
Improve customer experience and operations
We transform customer experience across traditional and digital touchpoints throughout the customer journey, creating value in customer care and service businesses.
Digitize operations to improve customer and employee experience
We guide the design and implementation of next-generation operating models to support the user journey, leveraging the latest automation technologies and analytics at scale.
Improve enterprise productivity
We will improve your organization’s performance and health across corporate business capabilities and back-office operations, including automating back-office processes at scale. We’ll show you how to use zero-based productivity to align resources and offer recovery and transformation services for a dramatic turnaround.
Make a transformational change
We guide clients to embed agile ways of working and continuous improvement at scale through management systems, culture, and building capabilities, such as lean management programs.
Featured solution
Customer Experience Solutions
Enhance the customer experience end-to-end and deliver journeys that capture impact across every channel
Featured capabilities
Innovation & Learning Centers
We have launched our worldwide network of Innovation & Learning Centers to aid in developing the future of manufacturing.
Featured insights
Article
Where is customer care in 2024?
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Gen Z consumers are picking up the phone, boomers are using digital chat, and AI technologies are reshaping the contact center. For customer care leaders, 2024 could be a transformative year.
McKinsey Direct
Gen AI in customer care: Early successes and challenges
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The contact center emerged as an early use case for generative AI—with varied success. Organizations can learn from early...
McKinsey Direct
The robot renaissance: How human-like machines are reshaping business
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The next robot revolution is here, and this one might transform the global economy.
Article
Better together: Process and task mining, a powerful AI combo
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Two AI-enabled approaches are changing the way companies identify operational improvement opportunities. Individually powerful,...
Blog Post
The value of innovation in global business services
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Global business services organizations need to move beyond the status quo. Here’s how.
Featured experts
Kweilin Ellingrud
McKinsey Global Institute Director and Senior PartnerMinneapolis
Leads insights and discussions on future of work, gender equality, racial equity, and productivity. Serves clients across strategy...
Rohit Sood
Senior PartnerToronto
Brings digital-operations and lean-management expertise to help clients in the banking, insurance, retail, and healthcare sectors...
Careers
Interested in a career in Operations?
A career within our Operations Practice offers the opportunity to work with the biggest companies in the world, on projects that transform their core business and build resilience for the future. We are continuously seeking the best talent at all levels and for all types of roles, and are particularly keen to talk to experienced professionals looking for their next challenge.