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Kevin Neher

Senior PartnerDenver

Kevin Neher

Senior PartnerDenver

Helps executives and government leaders transform customer experience while reducing costs and increasing employee engagement

A founding partner of McKinsey’s Denver office, Kevin advises public- and private-sector clients on challenges that cut across strategy, operations, and technology. Strongly focused on understanding and improving the experience for customers, his work centers on assessing and then transforming customer-facing operations and services, often setting the strategy upfront, then building capabilities and delivering on the future state.

As the leader of the firm’s customer-experience work in North America, Kevin has deep experience in industries with complex customer relationships and networks, such as airlines and logistics providers. He helps executives drive end-to-end strategic customer-experience transformations, while reducing costs and making use of improved, innovative technologies.

Examples of his recent client work include the following:

  • designing and directing a customer-experience transformation for a US airline, significantly reducing cost and improving total margin
  • leading the development of the strategy for a major US federal agency
  • directing a technology transformation for a US and European travel company, including new services, new technology, and a lean operations overhaul to establish a lower cost base
  • developing a customer-experience strategy for a medical-diagnostics company
  • driving a customer-experience journey diagnostic and transformation for a North American utility, establishing a new customer promise and value proposition
  • leading a customer-experience strategy and subsequent journey redesign for a national real estate company, improving customer experience and reducing costs for the entire journey by approximately 20 percent

Kevin serves on the board of trustees for Mile High United Way. Before joining McKinsey, Kevin worked in cause-based marketing and strategy for a nonprofit that focused on putting new books into the hands of children from low-income families.

Published work

Delivering a stellar experience for all key stakeholders in medtech,” McKinsey & Company, June 2023

CX without design only gets you halfway,” McKinsey & Company, June 2022

Six customer experience pitfalls to avoid,” McKinsey & Company, March 2022

How to boost growth in industrial services: Better customer experience,” McKinsey & Company, July 2021

Prediction: The future of CX,” McKinsey Quarterly, February 2021

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

Leveraging technology to improve security and traveler experience,” McKinsey & Company, November 2019

Three ways to reduce contact centre volumes without harming CX,”, April 2018

Customer experience: Creating value through transforming customer journeys,” (PDF–2.6 MB), McKinsey & Company, Winter 2016

From touchpoints to journeys: The competitive edge in seeing the world through the customer's eyes,” McKinsey & Company, March 2016

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

Linking the customer experience to value,” McKinsey & Company, March 2016

Measuring the patient experience: Lessons from other industries,” McKinsey & Company, August 2015

Past experience

First Book
Manager, corporate strategy

Foley and Lardner
Economic analyst


Harvard Business School

University of Virginia
BA, economics and government