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Michal Čermák

Expert Partner, Prague
Helps clients design new sales and customer care journeys benefiting from new digital and omnichannel capabilities, and helps companies transform their operating models to improve agility and effectiveness of their organizations

About Michal

Michal coleads McKinsey’s global customer operations and technology work and leads digital and omnichannel projects as a member of our Telecommunications Practice.

Michal has been designing new sales and customer care omnichannel journeys for mobile and integrated telecommunications operators and digital and technology companies across Asia, Africa, and Eastern and Western Europe, supporting their digital transformations and building, re-building, and integrating operating models.

Examples of his recent work include the following:

  • designing a broad, multi-year transformation program, covering network development and operations, customer care, business support functions, and sales channel effectiveness, including launch and execution
  • developing a digital and omnichannel contact steering model to accelerate eSales and eCare penetration, adoption of new web and mobile services, and implementation of end-to-end omnichannel sales journeys
  • defining, designing, launching, and implementing a 10-country transformation program to capture scale, synergies, and best-practice dissemination
  • integrating a mobile operator, a fixed operator, and an IT services provider into a single company able to offer their B2B customers integrated information and communications technology solutions
  • designing and implementing an innovative people leadership program, enabling a high-engagement performance culture based on employee empowerment, non-hierarchical collaboration, commitment to feedback and coaching, positive recognitions, and fair rewards


Duke University

University of Economics, Prague
MSc, finance and international trade