As a partner in McKinsey’s McKinsey Digital Practice, Catharine serves clients across multiple industries to help solve technology-enabled sales and marketing issues. Catharine is also the leader of McKinsey's multichannel work in North American.
Catharine brings deep expertise in developing customer-driven strategies and service-delivery models, including digital B2B strategies and capabilities. Her most recent client contributions were in the insurance and banking sectors, where she helped companies in projects, including business-transformation initiatives, channel distribution and technology-strategy development, and sales and marketing operations and enablement.
Examples of her client work include the following:
- developing the B2B portal strategy, business case, implementation road map, and use cases for a client, which included conducting customer focus groups and developing a best-practices library for the client
- developing the channel-distribution strategy and capability road map for a global retail financial-services firm, including identifying trends in digital technologies, determining the transformation and governance approach, and estimating potential value and returns on investment
- defining the integrated customer-data strategy, architecture, and governance model to help a complex, multiproduct, multigeography business achieve a 360-degree view of its customer base and meet compliance requirements
- designing a horizontal call-center operating model and assessing the enterprise-telephony platform options, implementation approach, and business-process-outsourcing strategy for a client that required an efficient global virtual call-center floor
- defining the household-lending strategy, operating model, and business case for a retail bank, including sales and service operations, technology investments, and risk-management requirements
Before joining McKinsey, Catharine led strategic marketing and sales operations for a retail financial business, and spent ten years with Accenture where she supported client business-strategy initiatives, product and channel reinvention, customer-relationship-management projects, and business transformations and technology implementations.