Back to Customer Experience Solutions

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.

Companies looking to substantially improve their customer experience face a number of challenges: their current systems often focus on touchpoints instead of assessing the end-to-end customer experience, and their systems don’t provide insights that enable immediate responses to customer feedback.

Experience Measurement solutions allow clients to design the system in co-creation workshops with each user group, implement the required technology, and instill a cultural mindset shift through new processes and learning programs.

Using this approach, organizations are able to track real-time performance improvements, transform the way they respond to customer feedback, and engage frontline teams in identifying opportunities for improvements.


revenue growth


reduction in churn


uplift in customer conversion

Experience Measurement Solutions

System Pilot: Allows journey redesign teams to track impact as they launch new capabilities to improve customer journeys

System Blueprint: Provides executives with an end-to-end system blueprint that defines the business requirements for the new system as well as the new capabilities and processes needed to maximize the impact of the system

System Assessment: Assess existing Experience management System to clarify vision for system, identify gaps & envision future state

Related Insight


Four ways to shape customer-experience measurement for impact

– Too many companies are themselves unhappy customers when it comes to building measurement systems. Here’s how to make better investments.

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.

Other areas Customer Experience Solutions can help

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 DNA

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

Our experts

Partner, Denver

Victoria Bough

Partner, Cologne

Ralph Breuer

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

Partner, New York

Maxence Vancauwenberghe

Connect with Periscope by McKinsey