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Customer Experience & Loyalty

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Article

A technology blueprint for personalization at scale

– Personalization at scale requires companies to take on the challenges of technology and business in tandem, starting in the C-suite.
Article

Driving the automotive customer experience toward the age of mobility

– Automotive brands need to refine and digitize the customer experience they provide—otherwise they will not be ready to develop... into the mobility providers of tomorrow.
Article

Bringing agile to customer care

– Early adopters are achieving impressive performance gains by empowering frontline workers to excel as team-based problem solvers.
Article

Getting the best customer service from your IVR: Fresh eyes on an old problem

– Interactive voice response (IVR) systems have one major flaw: people don’t like them. To address this, companies need to... rethink their design priorities and put customer experience first.
Article

How advanced analytics can help contact centers put the customer first

– Companies without advanced analytics are leaving significant customer-service improvements on the table. But to fully reap the... advantages of advanced analytics, organizations must have the right foundations in place to make the most of their data.
Article

How to capture what the customer wants

– Companies often fail across digital channels because they are insufficiently aware of the real needs and preferences of their... customers across omnichannel journeys.
Article

Customer experience as a value driver in German retail banking

– New research shows that when banks invest in delighting their customers, the returns are significant and measurable.
Report - McKinsey Quarterly

The business value of design

– How do the best design performers increase their revenues and shareholder returns at nearly twice the rate of their industry counterparts?
Article

Miles ahead: How to improve airline customer-loyalty programs

– Without a new approach, airline loyalty programs risk alienating many customers.
Article

No customer left behind: How to drive growth by putting personalization at the center of your marketing

– Successful personalization at scale requires four elements working in tandem. Here’s how marketing leaders build the operating... model to make that happen.
Article - McKinsey Quarterly

Unleashing the power of small, independent teams

– Small, independent teams are the lifeblood of the agile organization. Top executives can unleash them by driving ambition, removing... red tape, and helping managers adjust to the new norms.
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