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Customer Experience & Loyalty

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Article

How much is your company worth to its customers?

– Established companies with long histories of performance, increasingly face new competitors with no track record and lower prices.... What’s the value of experience?
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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.
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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.
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Bringing agile to customer care

– Early adopters are achieving impressive performance gains by empowering frontline workers to excel as team-based problem solvers.
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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.
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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.
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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.
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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?
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Miles ahead: How to improve airline customer-loyalty programs

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