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Delivering breakthrough customer experience in the digital age

Join us on Wednesday, March 18, 2020, at 1:00 p.m. ET/10:00 a.m. PT for an interactive webinar on the role of customer experience in retail.

In today’s world, the pressure on retailers to deliver stellar customer experience is greater than ever. Customer-experience leaders in retail are outperforming their competitors in growth and shareholder returns. With constantly evolving customer demands, growth in the use of omnichannel service, and a shift toward disruptors in market share, this topic should be top of mind for all retailers looking to stay relevant.

Through McKinsey’s experience in supporting retail clients, we have identified a series of key success factors that differentiate customer-experience leaders from their peers. During an exclusive webinar, McKinsey experts will share their experience in driving impact in customer experience, including a series of real examples that will illustrate what leaders in customer experience are doing well, and why it works. Attendees will also have the opportunity to learn more about our unique approach to transforming customer experience in retail.

The webinar will cover the following topics:

  • why customer experience is important in retail
  • the hallmarks of customer-experience leaders in retail, including a series of case studies
  • our transformation approach for customer experience in retail, and how you can start today

We look forward to sharing our insights with you!

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About the presenters

Partner, Chicago

Melissa Dalrymple

Melissa leads design teams that tightly integrate with overarching client strategy. Her work at McKinsey helps executives determine how to focus their investments and be more user-centric across channels, frequently while executing broader digital and customer experience transformations.
Partner, Miami

Alex Rodriguez

Alex leads our work in retail customer experience in North America. He supports retailers across verticals such as apparel, electronics, and others, focusing primarily on operational transformations and frontline change to increase efficiency and enhance CX.
Associate Partner, New Jersey

Anne Kronschnabl

Anne is a leader for our work in retail customer experience in North America. She serves retail and consumer-goods clients on commercial and operations topics and has extensive experience leading large-scale programs. Her focus is on the store of the future and customer experience.
Associate Partner, Boston

Elizabeth Silliman

Liz is an associate partner in McKinsey’s Boston office. She serves consumer and retail players on growth with a specific on customer experience and digital business building.