Customer Experience Solutions

Enhance the customer experience end-to-end and deliver journeys that capture impact across every channel

Today’s customers are increasingly sophisticated and expect a seamless and well-designed customer experience across all channels and experiences. However, most organizations track the performance of only individual touchpoints rather than the end-to-end customer journey.

Customer Experience Solutions help companies measure the impact of their customer experience transformation programs though benchmarking, system redesign, and capability building. We help companies improve their most important journeys and address customer feedback in real time, transforming the entire customer experience across segments, channels, and touchpoints.

HOW CUSTOMER EXPERIENCE SOLUTIONS CAN HELP

Experience Accelerator

Assess the current adoption of customer experience, quantify the link of customer experience to business value, benchmark satisfaction performance by customer journey, identify what matters most within the journey, prioritize customer journeys for redesign, and develop a roadmap for CX transformation.

Experience Essentials

Build the capability of your people to understand the importance—and drivers—of best-in-class customer experience and teach them the tools to design, scale, support, and maintain your CX improvements.

Experience DNA

A data and analytics platform to maximize the value of customer experience management and design.


2-7%

return on sales

1–2

percentage points excess profitability

7-10

percentage points excess total shareholder return

Our Impact

Powering a customer -experience transformation for a leading bank

– Customer Experience Solutions accelerates impact by integrating analytics and technology into the customer experience redesign efforts

Accelerating customer-experience improvements

– Customer Experience Solutions help accelerate customer experience transformation at a leading public utility

Featured Insights

What matters in customer-experience transformations

– McKinsey leaders provide an overview of the A, B, Cs of pulling together the building blocks of a customer-experience transformation.

Four ways to shape customer-experience measurement for impact

– Too many companies are themselves unhappy customers when it comes to building measurement systems. Here’s how to make better investments.

The CEO guide to customer experience

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

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