Customer Experience Solutions

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

Today’s customers are increasingly sophisticated and expect a seamless and well-designed customer experience no matter how they interact with a company. However, many organizations struggle to understand what truly drives their customers’ experiences, and how improving those experiences can create value.

The Customer Experience Solutions team at McKinsey helps our clients undergo CX transformations by providing cutting-edge assets and solutions that define value at stake, build long-lasting capabilities across the organization, and enable predictive analytics and measurement.

These three elements are an integral part of McKinsey’s customer-centric company transformations approach—the three building blocks of successful CX transformations.

Customer Experience Solutions is structured to help meet companies where they are in their CX transformation journey:

  • Experience Essentials builds a company’s CX capabilities and helps employees develop the required mindsets and behaviors needed to deliver CX
  • Experience Accelerator helps companies understand the business value at stake from improving the customer experience and to prioritize the customer journeys that will move the needle the most in capturing that value
  • Experience Measurement helps assess, design, and implement the strategy and actions required for high-impact voice-of-customer feedback management
  • Experience DNA is McKinsey’s innovative data analytics platform that helps organizations maximize the value of customer experience (CX) management and design by using real-time customer, operational, and financial data to make predictions about customer satisfaction and value


return on sales


percentage points excess profitability


percentage points excess total shareholder return

Featured Insights

Prediction: The future of CX

– Designing great customer experiences is getting easier with the rise of predictive analytics.

The three building blocks of successful customer-experience transformations

– Meeting new consumer needs and expectations is critical to post-COVID-19 business success. Here’s a proven formula for upgrading customer experience.

Elevating customer experience excellence in the next normal

– Companies that make the right investments now could build an enduring advantage in serving customers. Three priorities will be key.

McKinsey & Company Named a Leader in Customer Experience Strategy Consulting Practices report

– McKinsey has been named a Leader in Forrester’s ‘The Forrester Wave™: Customer Experience Strategy Consulting Practices, Q4 2020’ report.


Experience Essentials

A suite of ready-to-deploy, tech-enabled, and expert-driven customer experience capability-building programs designed to embed best-practice approaches at every level in the organization.

Experience Accelerator

Assess the current adoption of customer experience, quantify the link of customer experience to business value, benchmark satisfaction performance by customer journey, identify what matters most within the journey, prioritize customer journeys for redesign, and develop a road map for CX transformation.

Experience Measurement

Build the capability of your people to understand the importance—and drivers—of best-in-class customer experience and teach them the tools to design, scale, support, and maintain your CX improvements.

Experience DNA

A data and analytics platform to maximize the value of customer experience management and design.

Our experts

Partner, Denver

Victoria Bough

Partner, Düsseldorf

Oliver Ehrlich

Senior Partner, Munich

Harald Fanderl

Senior Partner, Paris

Nicolas Maechler

Associate Partner, Miami

David Malfara

Senior Partner, Denver

Kevin Neher

Partner, Bay Area

Alfonso Pulido

Senior Partner, Bay Area

Robert Schiff

Partner, New York

Maxence Vancauwenberghe

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