Alex is a leader in McKinsey’s Technology, Media, Telecom and Operations Practices, with an emphasis on customer experience, frontline performance, and call-center operations.
He works with global clients to help them improve customer experience and operational performance across a range of service operations. Specifically, he focuses on improving the quality of service experience, driving down churn, managing costs, and increasing sales performance. His experience spans wireless telecom, pay-TV, enterprise telephony, online services, and a host of other consumer-tech and telecom businesses.
Alex applies his service operations and customer experience expertise to a range of media and telecom organizations—for example, a recent churn-reduction program for a wireless telecom, a customer-experience transformation for a pay-TV operator, and numerous frontline performance transformations across a wide range of industries. He has also supported mergers & acquisitions for both technology clients and private-equity clients, from predeal due diligence through portfolio operations.
Alex also helps lead the firm’s thinking in delivering customer experience through the Customer Journey framework. He has also led multiple customer experience and churn reduction programs, from strategic design, to big data analytics, to frontline and operational execution. Alex is also a frequent speaker at industry forums.
“The truth about customer experience,” Harvard Business Review, August 2013
Operational effectiveness program consultant
Harvard Business School