The rapid pace of innovation is transforming customer behavior and placing greater demand on digital channels. Artificial intelligence enables traditional operations transformations to elevate experiences and expand impact to all areas of the value chain leading to better transparency and new opportunities for value capture. McKinsey brings distinctive capabilities and expertise to help clients deliver next generation technologies to customer journeys, mid- and back- office functions and field services.
A radical reimagining of the end-to-end business operating model.
What’s your goal today?
Innovation in global business services
Companies can improve their operational practices and turn their GBS organizations into innovation engines and talent hubs. With the right tech enablers, such as AI they can complement traditional approaches and drive value in corporate business functions.
Reaching for the next-level customer experience with data and digitization
Early movers can capture significant upside by adopting AI into their customer service operations. This will set new standards for what customers can expect from their favorite brands. Real-time, data-based insights can help reduce costs, improve customer experience, and generate value.
Reimagining field services with predictive technology
AI has reinvented how products and services can be delivered and maintained via field service networks. From dynamic forecasting and scheduling to predictive analytics that improve the accuracy of quotes, traditional approaches enhanced with AI technologies create the optimal toolkit to enhance your value to customers.
Featured Case Study
Case Study
Banking on innovation: How ING uses generative AI to put people first
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The global bank worked closely with QuantumBlack, AI by McKinsey, to build, test, and launch a bespoke customer-facing chatbot that uses the latest gen AI technology to meet customer needs.
Featured technology
AVA
A voice-to-text solution that combines speech analytics, customer care expertise and advance analytics to unlock the full value of live voice contacts to drive customer experience.
Frontline AI
Solutions that enable advanced retail experiences, smarter scheduling, self-healing, and better coaching can reduce complexity, lower costs, and can make both customers and employees happier.
Intelligent Document Processing
An AI-based software that provides best-in-class document processing automation capabilities, allowing clients to redesign end-to-end processes that involve document processing; add intelligent document processing to existing digital, analytics, and automation capabilities; and solve document processing challenges holistically across the enterprise. The solution is powered by Hyper Labs in collaboration with McKinsey.
Trace
A tool that helps organizations improve performance by accelerating the transition to technology-enabled operations. It includes an emerging suite of process insight tools to diagnose, discover, monitor, and transform processes.
Featured insights
Blog Post
Where and how to scale AI in telcos
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Telecommunications leaders face three key areas of decision-making when adopting and scaling AI.
Blog Post
Rewriting the playbook: Gen AI’s impact on learning in contact centers
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Current contact center training programs that include gen-AI-based simulations can hugely improve in preparing agents for real-life customer interactions.
Podcast
The future of customer experience: Embracing agentic AI
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Operations functions are often where the rubber meets the road for the implementation of gen AI strategies and where companies can expect to see early examples of success and further potential.
Blog Post
Gen AI in B2B services: A success story
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Machinery distributor Ascendum modernized and improved operations and customer service, showing how to achieve field service excellence with the right combination of expertise, partners, and approach.
Article
The contact center crossroads: Finding the right mix of humans and AI
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Leaders are facing difficult decisions about how far to take their technology investments today, to enable the AI-driven contact center of tomorrow.
Blog Post
Gen AI in customer care: Using contact analytics to drive revenues
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Generative AI is demonstrating enormous potential to drive revenue growth out of the contact center—but must be carefully designed and deployed.
Featured Experts
Jorge Amar
Miami
Works with telecommunications companies to drive the changes needed to improve overall customer experience while also controlling costs
Eric Buesing
Carolinas - Charlotte
Advises senior executives and frontline leadership teams in both strategy and implementation of sales transformations, customer-service operations, and employee engagement, to achieve near-term impact and long-term sustainability
Oana Cheta
Chicago
Leads AI-driven transformation across industries, helping organizations scale innovation, optimize operations, and unlock growth through AI, automation, and data-driven decision-making
Heiko Heimes
Cologne
Leads global general and administrative function transformations across multiple industry sectors to improve efficiency and effectiveness; brings expertise on operating model design for finance and human resources functions among others, as well as the setup and optimization of corporate centers
Martin Rosendahl
London
Helps organizations capture the full potential of transformation, with a focus on process improvement, offshoring and outsourcing, digital, and automation