McKinsey Quarterly - 2016 Issue 3
McKinsey Quarterly 2016 Number 3

Elevating the customer experience

Includes the CEO’s guide to customer experience, new research on the technical feasibility of automating jobs, and an incumbent’s guide to digital disruption.

Cover package

Executive Briefing - McKinsey Quarterly

The CEO guide to customer experience

– Companies that create exceptional customer experiences can set themselves apart from their competitors.
Article

The secret to delighting customers: Putting employees first

– The main hurdle in customer experience is translating boardroom vision into action at the front line. Empowered employees are the key.

Digital disruption: The incumbent’s response

Article - McKinsey Quarterly

An incumbent’s guide to digital disruption

– Incumbents needn’t be victims of disruption if they recognize the crucial thresholds in their life cycle, and act in time.
Interview - McKinsey Quarterly

How a steel company embraced digital disruption

– Gisbert Rühl, CEO of German metals company Klöckner, embedded himself in Berlin’s start-up scene, creating two platforms to overhaul the organization’s supply chain and make steel prices more transparent.
Article - McKinsey Quarterly

Adapting your board to the digital age

– Many directors are feeling outmatched by the ferocity of changing technology, emerging risks, and new competitors. Here are four ways to get boards in the game.

Digital disruption: The dynamics of attack

Interview - McKinsey Quarterly

How a tech unicorn creates value

– Delivery Hero CEO Niklas Östberg describes how his company disrupts the way we eat.
Article - McKinsey Quarterly

The ‘tech bubble’ puzzle

– Public and private capital markets seem to value technology companies differently. Here’s why.

Other features

Article - McKinsey Quarterly

How new CEOs can boost their odds of success

– A data-driven look at the link between the strategic moves of new CEOs and the performance of their companies highlights the importance of quick action and of adopting an outsider’s perspective.
Article - McKinsey Quarterly

Where machines could replace humans—and where they can’t (yet)

– The technical potential for automation differs dramatically across sectors and activities.
Article - McKinsey Quarterly

People analytics reveals three things HR may be getting wrong

– More sophisticated analyses of big data are helping companies identify, recruit, and reward the best personnel. The results can run counter to common wisdom.

Research, trends, and emerging thinking

Article - McKinsey Quarterly

The evolution of social technologies

– Leading companies have passed through three distinct phases of organizational usage. What should we learn from them?
Article - McKinsey Quarterly

Maximizing the value of G&A

– Reductions in general and administrative expenses flow right to the bottom line, but slash the wrong areas and you’ll get burned. We suggest a more strategic approach.
Article - McKinsey Quarterly

R&D readiness

– Leaders are struggling to stay ahead of the major trends reshaping the R&D landscape, according to a recent survey.
Article - McKinsey Quarterly

Winning the rush for data services in the Middle East and Africa

– Demand for data is set to explode. The region’s telecom companies must position themselves now to take advantage.
Article - McKinsey Quarterly

Telcos: The untapped promise of big data

– The industry is awash in information, but only a few companies manage it effectively.
Article - McKinsey Quarterly

Improving semiconductor R&D

– Using data-driven insights speeds up delivery time, helps change mind-sets, and allows companies to tackle more complex projects.
Article - McKinsey Quarterly

Using analytics to turbocharge China’s e-commerce performance

– Facing market saturation and more selective consumers, online retailers will need to make better use of data analytics to gain ground.

Closing views

Interview

How blockchains could change the world

– Ignore Bitcoin’s challenges. In this interview, Don Tapscott explains why blockchains, the technology underpinning the cryptocurrency, have the potential to revolutionize the world economy.
Article - McKinsey Quarterly

New talent tensions in an era of lower investment returns

– Employers can differentiate themselves by adjusting to the changing financial realities.