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Article - McKinsey Quarterly

Putting the right price on customer interactions

– Consumers are willing to pay more for choice in their interactions, yet most companies remain perplexed about which ones their... customers really want—and how much to charge for them.
Article

Global customer and channel management: What the best CPG companies do

– To excel in customer and channel management, consumer-goods companies must emphasize different capabilities in different markets.... Which ones matter most, and where?
Article

What shoppers really want from personalized marketing

– What customers want and what businesses think they want are often two different things. Here’s what customers are looking... for.
Podcast

Discussions in digital: Moving B2B companies into the digital world

– Digital has changed how B2B leaders meet customer demands, but not in all the expected ways.
Article - McKinsey Quarterly

Culture for a digital age

– Risk aversion, weak customer focus, and siloed mind-sets have long bedeviled organizations. In a digital world, solving these... cultural problems is no longer optional.
Article

Against the odds: How payors can succeed under persistent uncertainty

– The US health insurance industry continues to be defined by uncertainty. The 25 articles in this compendium can help health insurers... navigate the changes ahead.
Article

Enabling healthcare consumerism

– Companies that can learn to understand, guide, and engage healthcare consumers, while inspiring their loyalty, have a significant... opportunity to change the healthcare landscape.
Article

Finding the right digital balance in B2B customer experience

– Growing numbers of B2B companies are focusing on digitization to succeed with customer-centric strategies. Here’s how to... get it right.
Article

Demystifying digital marketing and sales in the chemical industry

– Digital can give chemical companies the power to unlock more than $200 billion of new value by reducing cost to serve, improving... pricing, and for fast movers, capturing growth from competitors.
Article

Assessing the 2017 Medicare Advantage Star ratings

– In October, CMS released the Medicare Advantage Star ratings for 2017. By analyzing CMS’s data, we uncovered trends indicating... it will be critical for payors to continue to invest in their capabilities if they want to deliver quality programs that receive a Star bonus.
Article

2016 OEP: Consumer survey findings

– As the Affordable Care Act (ACA) third individual-market open enrollment period (OEP) came to a close in January, McKinsey’s Center... for U.S. Health System Reform conducted its eighth national online survey to gather insights into how the individual-market and consumer behavior have evolved.