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Nicolas Maechler

Senior PartnerParis

Global leader of our work in customer experience, and leads our Marketing & Sales Practice in France

Nicolas has deep expertise in transformations within the marketing and sales functions, and specializes in customer-experience improvement issues. He assists his clients in offering an integrated experience to their customers across B2C and B2B segments and all channels in order to develop sales, optimize costs, and enhance staff satisfaction.

After joining McKinsey in 1998, Nicolas focused on engagements in the telecom, media, and high tech sector in France, the United Kingdom, and Asia. He authored a comparative study of customer experience in 45 global telecom, media, financial services, and travel companies.

Nicolas spent two years in our Sydney office and is now based in Paris. He is the people leader for the EMEA Marketing & Sales Practice.

Published work

Courageous growth: Six strategies for continuous growth outperformance,” McKinsey & Company, October 2023

Winning in telecom CX,” McKinsey & Company, March 2023

A battle plan for telcos’ digital-attacker brands,” McKinsey & Company, March 2021

The three building blocks of successful customer-experience transformations,” McKinsey & Company, October 2020

Elevating customer experience excellence in the next normal,” McKinsey & Company, May 2020

Customer experience as a value driver in German retail banking,” McKinsey & Company, January 2019

Managing a customer-experience transformation in banking,” McKinsey & Company, October 2018

Why the customer experience matters,” McKinsey & Company, May 2016

From touchpoints to journeys: Seeing the world as customers do,” McKinsey & Company, March 2016

Identifying the journeys that matter…to the customer,” McKinsey on Marketing & Sales, April 2014

The right stuff: 3 steps to turn Big Data chaos into customer experience gold,” The Economist Insights, January 2014

Do you have the right stuff?The Economist, January 2014

“Reinvigorating industry in France,” (PDF–6.09 MB), McKinsey Global Institute, October 2006 

Past experience

Peugeot (Czech Republic)

Arthur Andersen


MSc, management