We help you deliver exceptional customer and employee experiences end-to-end by bringing together talent and technology to develop a future-proofed strategy and to help you unlock your future growth.
Improve customer experience
We transform customer experiences across traditional and digital touchpoints throughout the customer journey, utilizing advanced digital and analytic tools to create value in customer care and service businesses.
Turn business support into business value
We improve organizations’ performance and health across corporate business capabilities and back-office operations, including automating back-office processes at scale.
Deliver impact in field services
We revolutionize field service operations serving both business customers and consumers. We enhance the customer experience while improving revenues and increasing efficiencies.
Make a transformational change
We guide the tech-enabled design and implementation of next-generation operational excellence and productivity to create a culture of continuous innovation. Leveraging generative and analytical AI to empower a flexible workforce, we support the development of customer journeys that integrate human-and-technology collaboration. Combining technology when and where it matters with capability building and our deep practical experience, we enable an end-to-end digital transformation that sticks.
Transformation in action
See what’s possible
Go & See
The McKinsey Go & See program creates opportunities for organizations considering a large-scale transformation program to learn from peers at other organizations who have undertaken a similar journey—from embarking on a new digital strategy to agile and data and analytics at scale.
Try something new
Innovation & Learning Centers
The Innovation & Learning Centers are advanced tech-enabled innovation and learning hubs that guide the imagination and realization of an organization’s digital future—explore, try, and apply now.
Build the skills
McKinsey Academy
McKinsey Academy offers best-in-class capability-building programs to help operations leaders and frontline workers develop the behaviors, mindsets, and skills required to achieve and sustain impact. Our tailored learning programs address the most critical operations topics.
Featured insights
Article
How aftermarket service providers can meet new customer expectations
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Business and industrial customers want more from providers of aftermarket services. They’re not getting it yet.
Article
The SG&A challenge: Achieve excellence and outperform your peers
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New analysis reveals how organizations can deliver sustained savings and long-term impact.
Blog Post
Where and how to scale AI in telcos
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Telecommunications leaders face three key areas of decision-making when adopting and scaling AI.
Blog Post
Rewriting the playbook: Gen AI’s impact on learning in contact centers
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Current contact center training programs that include gen-AI-based simulations can hugely improve in preparing agents for real-life...
Article
When can AI make good decisions? The rise of AI corporate citizens
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As agentic AI begins to influence decisions at scale, forward-looking organizations need to reimagine governance, trust, and...
Featured experts
Abhilash Sridharan
Mumbai
Leads the firm’s work with a wide range of banks and other financial institutions, helping to transform businesses and unlock...
Martin Rosendahl
London
Helps organizations capture the full potential of transformation, with a focus on process improvement, offshoring and outsourcing,...
Oana Cheta
Chicago
Leads AI-driven transformation across industries, helping organizations scale innovation, optimize operations, and unlock growth...
Heiko Heimes
Cologne
Leads global general and administrative function transformations across multiple industry sectors to improve efficiency and effectiveness;...
Jorge Amar
Miami
Works with telecommunications companies to drive the changes needed to improve overall customer experience while also controlling...
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.