2019年7月12日 · Customer-experience transformation: Three major components. Any successful customer-experience program must contain several components. Partner Nicolas Maechler explains: “The first is top-management buy-in on a customer-centric strategy to …

2020年10月27日 · Customer experience is a competitive advantage in the new normal. Only by committing to the three building blocks of a CX transformation can companies expect to emerge from the crisis with a sustainable advantage over their competitors.

2016年3月1日 · Building a customer-experience culture is about ensuring the employees who interact with customers directly and indirectly make the right choices in those interactions to meet—and, ideally, exceed—customer expectations.

2023年3月23日 · Experience-led growth is a radically different approach—providing an exceptional experience to existing customers that delivers improvements in key financial metrics such as wallet share, cross-sell, and net revenue retention along the entire customer lifecycle.

2018年10月9日 · Banks struggle to pursue customer-experience transformation amid the complexities of running their day-to-day business. But by combining a common taxonomy with a structured maturity model, it is possible to quickly identify customer pain points and to create minimum viable products.

2017年5月3日 · Digital services and operations are raising the competitive bar in every sector. To capture the opportunity, incumbents should embrace a new operating model that dramatically improves the digital customer experience. Here’s how.

2022年6月28日 · One of the most crucial enablers for an effective CX transformation—and one of the biggest roadblocks to greater CX impact if not addressed properly—is integrating customer experience into the organization and operating model.

As leaders of McKinsey’s Customer Experience Service Line, we are delighted to present this first volume of Customer experience: Creating value through transforming customer journeys. The compendium represents the collective thinking of our experts and practitioners,

end-to-end customer experience for the majority of service journeys. Customer care’s role and responsibilities give it the ability to advance the customer transformation in several ways: 1. Own customer journeys. Customer care controls a significant number of touch points across primary channels, making it the natural owner of many

2018年3月6日 · Designing excellent customer journeys—an orchestrated sequence of touchpoints that customers traverse to address common requests and issues, often in a mix of live and digital channels—is critical to a customer-experience transformation.