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Oliver Ehrlich

Enables B2B and B2C companies to define digital strategies, benefit from agile insights, and create superior customer experiences

An expert in digital and customer experience, Oliver supports B2B and B2C companies with their digital and commercial transformations. He is a global leader of McKinsey’s Insight Solutions and Agile Insights work, and co-leader of our digital customer experience work within our Marketing & Sales Practice.

Oliver’s recent client engagements include:

  • leading a holistic 2-year customer-experience transformation (including diagnostic, strategy, setup of a global customer-experience factory, and local implementation) at a leading European energy provider, reducing cost-to-serve by a double-digit percentage and realizing agile ways of working at scale throughout the company
  • developing a digital sales boost and capability-building program for a leading European telecommunications company, doubling both traffic and conversion and increasing online sales by 500 percent in 9 months
  • supporting the digital strategy and leading a series of customer-experience sprints to define digital priorities for an international B2B industrial company, tackling a €2 billion digital value pool toward 2025
  • developing an omnichannel strategy and e-commerce transformation program for a major European fashion retailer, moving stagnating sales numbers back onto a sustainable growth track

Alongside his client activities, Oliver shares his passion for music as leader of several McKinsey bands, staging 30-plus concerts over the last 10 years, including an annual charity concert for the humanitarian aid organization Welthungerhilfe.


Creating a digital advantage in customer-experience strategy,” McKinsey & Company, March 2017

Published work

Three ways energy providers can boost resilience and digital CX,” McKinsey & Company, April 2023

Experience-led growth: A new way to create value,” McKinsey & Company, March 2023

How the operating model can unlock the full power of customer experience,” McKinsey & Company, June 2022

Connecting with customers in times of crisis,” McKinsey & Company, April 2020

Mastering the digital advantage in transforming customer experience,” McKinsey & Company, May 2017


HHL, Leipzig Graduate School of Management
PhD, marketing, multichannel consumer behavior

University of Muenster
MSc, business