The managing partner for the Seattle office, Ewan leads our work in customer engagement and customer experience. In addition, he is a leader in our North American technology, media and telecommunications sector, service operations group, and Marketing & Sales Practice.
In his client work, Ewan brings together multiple disciplines to help companies improve customer satisfaction, streamline business processes, improve employee engagement and top line revenue.
Prior to joining McKinsey, he specialized in customer insight-based new product and service development and innovation. Ewan has a background in design and engineering and sits on the board of the Technology Alliance in Seattle.
“The growth engine: Superior customer experience in insurance,” McKinsey & Company, April 2016
“Six building blocks for creating a high-performing digital enterprise,” McKinsey & Company, September 2015
“Service innovation in a digital world,” McKinsey Quarterly, February 2015
“Next frontiers for lean,” McKinsey Quarterly, February 2014
“Customer journey transformation: The idea, the impact, and how to start,” Presentation, McKinsey Chief Marketing & Sales Officer Forum, September 2013
“The truth about customer experience,” Harvard Business Review, August 2013
“Developing a fine-grained look at how digital consumers behave,” McKinsey & Company, July 2013
“Digital Youth: A glimpse into future market evolution,” iConsumer Life Online compendium, February 2013
“Has the app economy peaked?,” Lean Back 2.0, The Economist Group, February 2013
“E-journey: Digital marketing and the 'path to purchase',” McKinsey & Company, January 2013
“Going mobile brings old ideas to life in new ways,” Outlook 2013: Mobile, January 2013
“The next stage: Six ways the digital consumer is changing,” McKinsey on Marketing & Sales, June 2012
“Six strategies to win the mobile consumer showdown,” McKinsey on Marketing & Sales, May 2012
“Gaming extends its presence in the digital universe,” McKinsey on Marketing Sales, March 2012
“Do you know where your customers are?” McKinsey on Marketing Sales, December 2011
Institute of Design, IIT
MDes in design planning
Glasgow University and Glasgow School of Art
BEng in product design engineering