Marc is a leader of McKinsey Digital focused on helping clients identify and translate digital and omni-channel opportunities into sustained growth. Working closely with clients to implement change and build digital capabilities, Marc helps clients make sense of the converging forces of commerce, technology, and consumer choice and navigate the complex and multifaceted changes necessary in organization and operations for a company to become deeply digital. Marc has published frequently on topics from analytics to the new role of the CMO, and is a co-author of the best-selling and critically acclaimed book Net Worth: Shaping Markets When Customers Make the Rules.
Marc serves clients in a variety of consumer-facing businesses including retail financial services, retail, gaming, airlines, media and telecommunications. In his recent client work, Marc worked with a premium retailer to improve conversion rates through better and more frontline uses of its shopping and loyalty program data; helped a top bank develop an omnichannel program to increase customer satisfaction rates while lowering attrition; worked with a wireless telecommunications leader on a multi-year project to both improve digital capabilities and boost contract renewal rates; and helped a digital music subscription business with subscriber growth and retention.
Marc also built McKinsey’s Customer Lifecycle Management capability in the Americas, which has completed more than 1,500 engagements since 1995.
“Making loyalty pay: Six lessons from the innovators,” Forbes, February 2014
“Prediction for 2013: ‘Operations’ becomes a key word in marketers’ vocabulary,” McKinsey on Marketing & Sales, December 2012
“Three lessons for today's chief marketing and sales officers,” Forbes, June 2012
“The Superbowl ad show: Was the return on investment worth it?” McKinsey on Marketing & Sales, March 2012
“Badges & benefits: You're missing the loyalty points,” Forbes, February 2012
Net worth: Shaping markets when customers make the rules, Harvard Business Press, 1999
- Stanford University MBA
- University of California, Haas School of Business BSc, marketing and finance