Transform customer experience, enterprise efficiency, and effectiveness through operational excellence

Improve customer experience and operations

We transform customer experience across traditional and digital touchpoints throughout the customer journey, creating value in customer care and service businesses.

Digitize operations to improve customer and employee experience

We guide the design and implementation of next-generation operating models to support the user journey, leveraging the latest automation technologies and analytics at scale.

Improve enterprise productivity

We will improve your organization’s performance and health across corporate business functions and back-office operations, including automating back-office processes at scale. We’ll show you how to use zero-based productivity to align resources and offer recovery and transformation services for a dramatic turnaround.

Make a transformational change

We guide clients to embed agile ways of working and continuous improvement at scale through management systems, culture, and building capabilities, such as lean management programs.

30–80%

productivity increase

20–30%

cost savings through automation

increase in customer satisfaction

Featured solution

Customer Experience Solutions

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

Featured capabilities

McKinsey Capability Center

We have launched our worldwide network of digital capability centers to aid in developing the future of manufacturing.

Featured video

Over time, organizations of all kinds—whether manufacturers or service providers, governments or not for profits—become awfully complicated. Lean management helps them engage all of their people, at every level, to help the entire organization work better: delivering more for customers, building stronger capabilities, finding new and better ways of working, and renewing a sense of common purpose.

Featured insights

Podcast

Prioritizing customer experience in government

– The COVID-19 pandemic has highlighted the necessity to center customer experience in dealings with government agencies. This benefits... customers, government employees, and agencies’ reputations alike.
Article

Innovation through the digital disruption of customer service

– Rapid digitization and changing customer demands are creating an industrial revolution in services, and it looks like the changes... are here to stay.
Article

Managing change: What lies behind G&A spend transformation

– SG&A priorities are changing as long-term value-creation work, such as improving customer experience and creating new business-information... products services, takes on greater importance.
Article

Managing the risks and returns of intelligent automation

– As companies accelerate the adoption of automation and artificial intelligence, they need a better way to maximize the benefits... of these new technologies while minimizing the risks.

Careers

Interested in a career in Operations?

A career within our Operations Practice offers the opportunity to work with the biggest companies in the world, on projects that transform their core business and build resilience for the future. We are continuously seeking the best talent at all levels and for all types of roles, and are particularly keen to talk to experienced professionals looking for their next challenge.

Connect with our Operations Practice