Offerings
Designing a future-care strategy
Design customer-care strategies based on customer journeys, define the optimal number of sites, and outsource and offshore ratio and routing strategy.
Optimizing customer contact points
Eliminate customer pain points by addressing the root cause of contact requests, as well as defining omnichannel journeys by introducing options for self-serve digital transactions using web, mobile, app, chat bots, and interactive voice-response (IVR) systems.
Transforming customer-care operations
Take an integrated, holistic approach to customer-care operations to confirm all aspects of a center, including employee care, workforce management, performance management, technology, and quality.
Adopting service to solutions
Help customers solve their problems by using a unique service to solution approach to improve revenue.
Featured videos
The future of customer care
Jeff Berg talks about the trends shaping customer care, and what an excellent customer care organization should look like in the future.
Design principles in customer care
Today’s customers expect digital service options. Hyo Yeon explains how organizations should best fulfil these expectations.
The employee journey—how analytics can drive engagement in customer care
Calls to contact centers are becoming more complex and harder to solve. Eric Buesing talks about the importance of investing in representatives for both employees and customers.
The impact of digital tools on customer care
Digital tools have a key role to play in improving customer experience. Maurice Hage-Obeid looks at how organizations can extract their full value and avoid certain pitfalls during the implementation of digital.
Impact stories
Using advanced analytics to build use cases
Identifying the root causes of repeat calls with advanced analytics plays a key role in reducing call volumes.
Making the most of automation
Monetary investment in technology isn’t enough. The investment must be supported by strategic goals.
Redesigning customer-care journeys
Taking a ‘digital first’ approach to service-delivery strategy can reduce call volumes and capture savings.
Improving employee performance
Building capabilities and shifting mind-sets can have a big impact on improving connections with customers.
Optimizing call center routing
With service centers located around the world, how should critical calls be routed for customer satisfaction?
Featured insights
Article
Building AI-enabled services
-
Advanced digital, automation, and AI technologies offer a great customer experience at low cost. The real challenge is building services organizations that can make the most of these new tools.
Interview
Using generative AI to transform customer experience
-
Juan Beltrán, digital manager of global sales excellence at Holcim, describes how the building materials company is using...
Article
Where is customer care in 2024?
-
Gen Z consumers are picking up the phone, boomers are using digital chat, and AI technologies are reshaping the contact center....
Article
Why AI-enabled customer service is key to scaling telco personalization
-
Telcos increasingly rely on customized commercial marketing. But integrating those efforts with service-related outreach into...
Article
Smart scheduling: How to solve workforce-planning challenges with AI
-
AI-driven schedule optimizers can alleviate age-old scheduling headaches—reducing employee downtime, improving productivity,...
Technology talks
The Rise of Super-Human Agents
While human touch in digital age becoming more important AI can significantly boost agents' emotional intelligence and improve overall contact performance. Raelyn Jacobson and Grant Riewe talks about the human role in customer care of the future.
The Power of Analytics
Given the increasing power of advanced analytics and machine learning customer care could take an advantage from it. Maurice Hage-Obeid and Paul Kline talk about benefits and challenges of advanced analytics implementation for customer service.
Omnichannel overtakes Multichannel
Raelyn Jacobson and Paul Kline discuss how omnichannel differs from multichannel and if it is worth to create an omnichannel customer care.
Conversational AI – Believe the Hype
Maurice Hage-Obeid and Grant Riewe explain what conversational AI means for customer care and how companies should get started with it.
Meet Our People
Jorge Amar
Senior PartnerMiami
Works with telecommunications companies to drive the changes needed to improve overall customer experience while also controlling...
Eric Buesing
PartnerConnecticut – Darien
Advises senior executives and frontline leadership teams in both strategy and implementation of sales transformations, customer-service...
Raelyn Jacobson
PartnerSeattle
Advises companies across industries to transform end-to-end customer and patient facing operations and services
Sören Jautelat
PartnerStuttgart
Leading large scale transformation, shaping and scaling new digital businesses. Co-leads McKinsey’s battery acceleration team...
Felix Kalkum
Associate PartnerCologne
Helps clients navigate technology transformations and technology use for improved customer service, with an industry focus on...
Paul Kline
Senior ExpertDallas
Focuses exclusively on customer-care operations across all industries—from financial services to hospitality to healthcare—for...