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Eric Buesing


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

Eric brings more than 15 years of experience working with executives to transform sales and service operations into a source of sustained competitive advantage. In this role, he advises clients from a variety of industries—such as banking, financial services, insurance, technology, and telecommunications—as they seek to enhance the capacity and efficiency of their sales channels, customer-facing networks, and back-office functions. With Eric’s guidance, companies have improved sales and reduced servicing costs without compromising customer-satisfaction levels.

In addition to improving profitability, Eric helps frontline leaders change the way they think and behave. Through capability-building programs that are customized for each organization, he helps mobilize and accelerate a culture of continuous improvement across the workforce.

Examples of his recent client work include the following:

  • designing a “Future of Learning” in customer service for a North American financial-services company, including personalized learning journeys and adaptive learning to improve and accelerate new-hire training and increase performance of tenured employees
  • developing a north-star vision for the future of customer care for a North American bank and deploying rapid call-volume-reduction teams applying agile principles and a new performance-management approach
  • deploying people analytics to identify the profiles of high-performing sales reps and implementing changes to talent sourcing, hiring processes, on-board experience, and career pathing, to improve peak performance and reduce employee attrition
  • leading customer-journey analytics in the operations team at a North American retail bank and launching an agile team across business and IT, building frontline capabilities, and reducing the time to impact
  • designing and deploying a service-to-solutions transformation for a North American insurance company, building inside sales and customer-care frontline capabilities
  • standing up a new B2B inside sales-channel and transition accounts from field sales to an outbound sales team

Before joining McKinsey, Eric was a manager at a global consulting firm, leading foreign military sales program management in the federal and defense sector. He is an active volunteer in the Westchester County community of New York and a board member for numerous nonprofit organizations.

Published work

Where is customer care in 2024?,” McKinsey & Company, March 2024

The hidden value of voice conversations: Part 1, Trends and technologies,” McKinsey & Company, September 2022

The hidden value of voice conversations: Part 2, Reaping the rewards,” McKinsey & Company, September 2022

The future of medtech sales is hybrid,” McKinsey & Company, August 2022

The state of customer care in 2022,” McKinsey & Company, July 2022

From speech to insights: The value of the human voice,” McKinsey & Company, January 2022

Customer-care organizations: Moving from crisis management to recovery,” McKinsey & Company, April 2020

Maximize the lifetime value of your sales force,” McKinsey & Company, March 2019

Getting the best customer service from your IVR: Fresh eyes on an old problem,” McKinsey & Company, February 2019

Elevating customer satisfaction and growth through service to solutions,” McKinsey & Company, March 2018

Past experience

BearingPoint (Formerly KPMG Consulting)


Yale University, School of Management
MBA, general management

American University
BSBA, finance and marketing