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Service Operations
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 RTS 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 solution: Periscope

Provides an integrated view of the customer journey across channels and touchpoints, identifying those that are most and least effective, in order to build strategies around what is working

Featured capabilities

McKinsey Capability Center

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

Afiniti

Uses behavioral data analytics to match call-center agents and callers.

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

Collection

The care of one: Hyperpersonalization of customer care

– Hyperpersonalization will be the new proving ground in customer care. This compendium lays out four key drivers that organizations... must be prepared to integrate by 2025.
Article

The SG&A imperative in times of crisis

– A crisis presents unique challenges in making wise spending decisions. Zero-based principles can help leaders move SG&A investments... where they should be—rather than where they have always been.
Article

Coronavirus’ impact on service organizations: Weathering the storm

– With thoughtful, judicious moves, businesses can manage coronavirus’ impact on the service sector and keep service personnel... supported and effective—even during a crisis.
Article

Adapting customer experience in the time of coronavirus

– Care, creative thinking, and new tools can address customers’ acute needs today and forge stronger ties in the post-COVID-19 era.

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