About Ewan
A location leader for the Seattle office, Ewan is also a leader of McKinsey’s North American Consumer Tech, Telecom, and Media groups. He leads the firm's Customer Experience service line, helping companies improve customer satisfaction, employee engagement and productivity through cross-functional customer journeys. He is also a leader of the firm's knowledge effort on iConsumer, which explores the evolving behavior and purchase patterns of digital consumers.
Ewan has worked with multiple tech, media and telecom clients, primarily on customer experience, marketing and sales and frontline service operation issues. Prior to joining McKinsey, he specialized in customer insight-based new product, service and experience development and innovation for technology and consumer companies. Ewan also recently published the article “The Truth about Customer Experience” in the Harvard Business Review.
He is an active member of the Seattle community and sits on the boards of the Technology Alliance and KEXP.
Published work
“The truth about customer experience,” Harvard Business Review, August 2013
“Six strategies to win the mobile consumer showdown,” McKinsey Global iConsumer Research, May 2012
Experience
| Divine interVentures |
VP, consulting |
| Doblin Inc. |
Director |
Education
| Institute of Design, IIT |
MDes in design planning |
| Glasgow University and Glasgow School of Art |
BEng in product design engineering |