Today’s customers are increasingly sophisticated and expect a seamless and well-designed customer experience no matter how they interact with a company.
However, many organizations struggle to understand what truly drives their customers’ experiences, and how improving those experiences can create value.
The Customer Experience Solutions team at McKinsey helps our clients undergo CX transformations by providing cutting-edge assets and solutions that define value at stake, build long-lasting capabilities across the organization, and enable predictive analytics and measurement.
These three elements are an integral part of McKinsey’s customer-centric company transformations approach—the three building blocks of successful CX transformations.
Customer Experience Solutions is structured to help meet companies where they are in their CX transformation journey:
- Experience Essentials builds a company’s CX capabilities and helps employees develop the required mindsets and behaviors needed to deliver CX
- Experience Accelerator helps companies understand the business value at stake from improving the customer experience and to prioritize the customer journeys that will move the needle the most in capturing that value
- Experience Measurement helps assess, design, and implement the strategy and actions required for high-impact voice-of-customer feedback management
- Experience DNA is McKinsey’s innovative data analytics platform that helps organizations maximize the value of customer experience (CX) management and design by using real-time customer, operational, and financial data to make predictions about customer satisfaction and value