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 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.

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

Article - McKinsey Global Institute

What’s next for remote work: An analysis of 2,000 tasks, 800 jobs, and nine countries

– Hybrid models of remote work are likely to persist in the wake of the pandemic, mostly for a highly educated, well-paid minority... of the workforce.
Article

Reimagine: Preparing for SG&A in the next normal

– As the COVID-19 pandemic continues and its economic impact increases, the productivity and reallocation imperative for sales,... general, and administrative (SG&A) activities continues to sharpen.
Article

Streamline the quote-to-cash journey for as-a-service sales

– Selling as-a-service products is often needlessly complex. Focusing on four areas can subtract pain while adding profit.
Article

The human touch at the center of customer-experience excellence

– More than ever, great customer experience depends on the human factor. That has major implications for how the customer-experience... organization operates.

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