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 capabilities 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.
Featured solution
Customer Experience Solutions
Enhance the customer experience end-to-end and deliver journeys that capture impact across every channel
Featured capabilities
Innovation & Learning Centers
We have launched our worldwide network of Innovation & Learning Centers to aid in developing the future of manufacturing.
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 future of corporate and business functions
This collection expands on identifying practical moves leaders can make to help their organizations navigate the present while preparing for the future.
Blog Post
Why IVR still matters in an AI world
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Want to know the biggest problem with your generative AI-chatbot? Your customers still prefer to call you.
Podcast
Reset and reimagine: The role of generative AI in SG&A success
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With SG&A functions under a cost and productivity squeeze, digitization and generative AI solutions can help to ease the...
Article
Want more efficient finance and HR functions? Become more effective
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In finance and HR functions, targeted improvements in effectiveness can dramatically improve these units’ cost efficiency....
Blog Post
What global business services need in 2023
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Four actions can help GBS teams deliver new value in a volatile environment.
Featured experts
Kweilin Ellingrud
McKinsey Global Institute Director and Senior PartnerMinneapolis
Leads insights and discussions on future of work, gender equality, racial equity, and productivity. Serves clients across strategy...
Rohit Sood
Senior PartnerToronto
Brings digital-operations and lean-management expertise to help clients in the banking, insurance, retail, and healthcare sectors...
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.