Medallia & McKinsey

Our collaboration

We help clients understand and manage customer experience by capturing experience signals created on daily journeys across channels including in-person, phone, digital, and IoT interactions. Together, we bring deep expertise in journey redesigns and journey-based management systems, enabling the technical-system implementation with data capture, analysis, and visualization.

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Client Impact

Revamping the customer journey at a North American bank

We designed a journey-based experience management system for a leading bank and quantified the potential financial impact. We then translated our system design into the experience management system to meet business objectives.

Improving customer experience at a large US regional bank

We helped design and implement a strategy for measuring and managing customer experience through an integrated Medallia system that enabled closed-loop follow-up with clients across more than ten sectors.

Transforming user experience at a global asset management firm

We designed and implemented a measurement and management system as part of a global customer-experience transformation program forecast to generate $100 million in incremental net flows through increased wallet share and reduced churn.

Related Practice

Marketing & Sales

Learn how we help companies across industries and geographies strengthen their marketing capabilities. We advise them on digital processes, analytics, pricing, channel and sales management, and branding.