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Alfonso Pulido

Partner, Bay Area
Leads the Technology, Media & Telecommunications Practice on the West Coast and coleads McKinsey’s Hispanic and Latino Network

About Alfonso

Alfonso is a partner in McKinsey’s San Francisco office. He leads the Technology, Media & Telecommunications Practice on the West Coast and focuses on B2B software and customer experience (CX). He coleads McKinsey’s Hispanic and Latino Network, which focuses on representation, community advancement, and inclusion to ensure all colleagues can be at their best at McKinsey.

Alfonso helps companies accelerate their organic and inorganic growth strategies, with specific expertise in functional excellence in go-to-market, customer experience, and M&A. He serves B2B companies on CX strategy, journey redesign, CX measurement and analytics, customer success, and broader CX transformations. Alfonso also helps clients and private equity firms accelerate their growth agenda, bringing together multiple disciplines to improve customer satisfaction, employee engagement, and top-line revenue, and to streamline business processes.

Examples of Alfonso’s recent work include:

  • leading a CX transformation across B2B and B2C for a telco, doubling digital sell-through on the consumer business, cutting B2B delivery intervals by over 40 percent, and lifting Net Promoter Score (NPS) by more than 30 points
  • leading the transformation of a top-enterprise tech company, developing sales plays and a sales capability building program to upskill over 10,000 sales leaders globally
  • leading the customer lifecycle transformation for global, commercial, and channel-led sales teams of a leading enterprise hardware company
  • reimagining the customer onboarding experience for a leading pay-TV company, increasing revenue by over $40 million and NPS by more than 20 points, and implementing a CX capability building program to drive ongoing journey redesign
  • leading dozens of due diligences of B2B and B2C software assets and following on organic and inorganic growth strategies to support investors and portfolio companies across the deal lifecycle

Alfonso maintains close ties to the startup and venture communities through formal mentoring relationships and ongoing involvement with Stanford University’s Mayfield Fellows Program.

Alfonso holds a Bachelor’s and Master’s in engineering from Stanford University. He also sits on the board of USA Water Polo. Outside of work, he enjoys surfing, cooking, and travelling.

PUBLISHED WORK

US Hispanic and Latino lives and livelihoods in the recovery from COVID-19,” McKinsey & Company, September 2020

Are you really listening to what your customers are saying?” McKinsey & Company, March 2016

3 ways social entrepreneurs can solve their talent problem,” Harvard Business Review, June 2016

The three Cs of customer satisfaction: Consistency, consistency, consistency,” McKinsey & Company, March 2014

Don’t Let Data Paralysis Stand Between You and Your Customers,” Harvard Business Review, November 2013

PAST EXPERIENCE

Acumen Medical
R&D engineer

Vestal Design
Founding member

AuctionDrop
Business development

EDUCATION

Stanford University
MS, mechanical engineering
BS, mechanical engineering