Qualtrics & McKinsey

Our collaboration

We help clients efficiently improve customer experience by collecting, analyzing, and visualizing voice-of-customer and operational data. We design integrated, journey-based customer feedback and measurement programs (e.g., closed-loop processes, incentives, and governance) that are then powered by the Qualtrics XM Platform so clients can take the next right actions.

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Client Impact

Enhancing customer experience at a major international airline

We identified and defined priority journeys, launched rapid-testing initiatives and implemented CX governance to improve and strengthen customer experience. By changing the way customer feedback is measured and tracked, we generated more frequent and actionable insights with an increase of more than ten points in NPS.

Revamping customer journey for a major benefits provider

By leveraging Qualtrics to gauge CX in real-time across journeys and touchpoints, we helped improve CX with reduced process time by over 30 percent across mature journeys and delivered over $14 million in annualized savings.

Enabling a customer-experience transformation at a large Asian commercial bank

We conducted in-depth diagnostic surveys on the Qualtrics platform and identified the most critical customer journeys as part of a three-year global CX transformation that spanned thousands of branches, more than 70,000 employees and over 100 million users.

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.