Why CX is a top priority
HOW CUSTOMER EXPERIENCE SOLUTIONS CAN HELP
Experience Essentials
A suite of ready-to-deploy, tech-enabled, and expert-driven customer experience capability-building programs designed to embed best-practice approaches at every level in the organization.
Experience Accelerator
Assess the current adoption of customer experience, quantify the link of customer experience to business value, benchmark satisfaction performance by customer journey, identify what matters most within the journey, prioritize customer journeys for redesign, and develop a road map for CX transformation.
Experience Measurement
Build the capability of your people to understand the importance—and drivers—of best-in-class customer experience and teach them the tools to design, scale, support, and maintain your CX improvements.
Experience DNA
A data and analytics platform to maximize the value of customer experience management and design.
The latest from CX
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Fueling growth through moments of customer delight
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Delight has the power to elevate customer experience, as well as amplify loyalty and growth for businesses across sectors.
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Experience-led growth: A new way to create value
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A strategy focused on improving the experience of existing customers can deliver breakthrough growth for incumbent companies—often...
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How the operating model can unlock the full power of customer experience
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By embedding customer experience within the organization and its operating model, companies can provide superior customer experience...
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CX without design only gets you halfway
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When mapping out the customer journey, combining traditional CX practices with user-centered design processes has proven to bring...
Sector insights
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How the world’s best hotels deliver exceptional customer experience
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Luxury hotels know that the secret to top-tier customer experience is a culture of excellence.
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Elevating customer experience: A win–win for insurers and customers
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Our latest survey of North American insurance customers offers insight into the challenges—and the value—of delivering a winning...
Our people
Victoria Bough
PartnerDenver
Guides clients across the globe in launching and leading customer experience transformations
Oliver Ehrlich
PartnerDüsseldorf
Enables B2B and B2C companies to define digital strategies, benefit from agile insights, and create superior customer experiences...
Harald Fanderl
Senior PartnerRiyadh
Helps companies in sectors such as insurance, banking, energy, automotive, and retail become more customer-centric and achieve...
Alfonso Pulido
Senior PartnerBay Area
Leads the Technology, Media & Telecommunications Practice on the West Coast and coleads McKinsey’s Hispanic and Latino Network...