Customer Experience

Creating competitive advantage by putting customers first and managing their journeys.
Article

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.
Article

Streamline the quote-to-cash journey for as-a-service sales

– Selling as-a-service products is often needlessly complex. Focusing on four areas can subtract pain while adding profit.
Article

The human touch at the center of customer-experience excellence

– More than ever, great customer experience depends on the human factor. That has major implications for how the customer-experience organization operates.
Article

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.

Special insights

Download our entire collection examining how companies can create competitive advantage by putting customers first and managing their journeys.
Compendium | Number 2, June 2017

Customer experience: New capabilities, new audiences, new opportunities

Compendium | Number 1, Winter 2016

Customer experience: Creating value through transforming customer journeys

Related

Executive Briefing - McKinsey Quarterly

The CEO guide to customer experience

– Companies that create exceptional customer experiences can set themselves apart from their competitors.

Putting the customer first

Article

Adapting customer experience in the time of coronavirus

– Care, creative thinking, and new tools can address customers’ acute needs today and forge stronger ties in the post-COVID-19 era.
Article

Building security into the customer experience

– Companies need to secure their digital channels against malicious attackers—without creating a negative experience for their customers.
Article

Adapting to the next normal in retail: The customer experience imperative

– The COVID-19 crisis has led to dramatic shifts in consumer behavior. Retailers will have to work hard to meet ever-evolving customer... experience requirements in order to win and remain relevant.
Article

Service industries can fuel growth by making digital customer experiences a priority

– Retailers’ ever-more tailored online experiences continue to define new norms, carrying consumers’ expectations for... other sectors along with them.
Article - McKinsey Quarterly

The public sector gets serious about customer experience

– As public expectations rise, government agencies are doubling down on improving service delivery to delight their customers.

ORGANIZING FOR CUSTOMER EXPERIENCE

Article

Avoiding the seven deadly sins of customer-experience transformations

– Efforts to improve the customer experience can deliver tremendous value, but temptations that can undo good intentions lurk in... any change program. Resist seven common missteps.
Interview

How good is your company’s internal customer experience?

– To excel with customers, frontline employees need high-level service from core support functions. Société Générale’s... group head of corporate resources and innovation explains how to achieve such symmetry.
Video

Lifting customer experience at an elevator company

– Pierre Liautaud, executive vice president at Finnish elevator maker KONE, describes the critical role of frontline teams in navigating... complex business-to-business (B2B) customer-experience relationships.
Article

Digitizing customer journeys and processes: Stories from the front lines

– These company examples highlight what some leaders are doing to build new customer experiences.

Measuring and managing customers

Article

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.
Article

Customers’ lives are digital—but is your customer care still analog?

– Digital customer care is still new territory for many companies. They can learn a lot from the natives.
Article

From touchpoints to journeys: Seeing the world as customers do

– To maximize customer satisfaction, companies have long emphasized touchpoints. But doing so can divert attention from the more... important issue: the customer’s end-to-end journey.
Article

Are you really listening to what your customers are saying?

– Too many companies squander the treasure that is customer feedback. The solution is systematically measuring the customer’s... voice and integrating it into a culture of continuous feedback.

What are the top ten ways airports fail customers?

Videos

Interview

Bringing superior customer experience to business-to-business relationships

B2B dealings are complex. McKinsey partner Nicolas Maechler illustrates how customer-centric strategy can help
Interview

Improving the customer experience

McKinsey principal Kevin Neher explains how companies can meet changing customer expectations.
Interview

What is a customer journey?

McKinsey director Alex Singla illustrates how a simple insurance claim provides multiple chances to build customer satisfaction.
Interview

Linking customer experience to business outcomes

Principal Alfonso Pulido explores why a customer's end-to-end experience is the best gauge of their overall satisfaction.
Interview

Seeing through customers’ eyes

McKinsey principal Ron Ritter explores the challenges and benefits that come when companies truly put customers first.
Interview

Transforming customer experience

McKinsey director Ewan Duncan explains why committed leadership is essential to orchestrate a comprehensive customer-centric makeover.