Experience Design

When redesigning their value proposition, go-to-market, and interaction model, operators find it increasingly difficult to differentiate between traditional drivers of customer choice. Instead, they have turned to customer experience as the key influencer.

Design thinking, analytics, and new digital technology provide the backbone for radical improvements in customer experience. Success lies in reimagining the end-to-end customer journey to create signature customer moments. Companies can accelerate the delivery of a new customer experience by implementing a seamless omnichannel experience, digitizing core business processes, deploying artificial-intelligence platforms to simplify customer interaction, and creating a more agile organization.

Results can be dramatic. A distinctive experience can raise satisfaction by 50 points while reducing churn by 30 basis points. Streamlining and automating processes can cut operating costs by up to half, dramatically improving financial performance.

How we help our clients

McKinsey Design

McKinsey Design helps clients drive growth by delivering breakthrough products, services, and experiences. We combine world-class design talent with a unique multidisciplinary approach to help clients innovate at scale and speed.

Journey Analytics

Provides an integrated view of the customer journey across channels and touchpoints, identifying those that are most and least... effective in order to build strategies around what is working

Digital Labs

We work with the world’s largest organizations to accelerate the impact of digital transformation. Partnering closely with our... clients, we prototype ideas, test them with real customers, and quickly adapt the solution. Combining data science, human-centered design, and the latest rapid-development techniques—such as agile coaching, concept sprints, and DevOps—we help our clients deliver breakthrough products, experiences, and businesses.

Digital Quotient®

A comprehensive assessment of how an organization’s digital maturity and capabilities drive financial performance.

Digital Capabilities

Benchmarks a company’s digital capabilities against peers and digital leaders, providing business leaders a clear view of the... best practices needed to move ahead.

Meet us at Mobile World Congress

Brendan Gaffey

Senior Partner, Dallas
Provides deep insight into consumer digital behaviors for high tech, media, and telecom organizations

Nicolas Maechler

Partner, Paris
Global leader of our work in customer experience, and leads our Marketing & Sales Practice in France

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How we help clients

Learn how we help clients use digital to create value by reinventing the core of their business.

Learn more about Mobile World Congress

Commercial Analytics

Telecom operators can leverage advanced analytics to drive commercial effectiveness throughout the whole organization.

Internet of Things

Sensors and ubiquitous connectivity, combined with data and analytics, opens up opportunities to innovate new products and services, and to increase the efficiency of operations.

Recovery & Transformation Services

Companies can rapidly transform performance through setting ambitious goals, developing outstanding execution infrastructure and instilling an owners mindset from top to bottom.

Contact us for more information about McKinsey at Mobile World Congress