Skip to main content
Service Operations
Transform customer experience, enterprise efficiency, and effectiveness through operational excellence

Improve customer experience and operations

We transform customer experience across traditional and digital touchpoints throughout the customer journey, creating value in customer care and service businesses.

Digitize operations to improve customer and employee experience

We guide the design and implementation of next-generation operating models to support the user journey, leveraging the latest automation technologies and analytics at scale.

Improve enterprise productivity

We will improve your organization’s performance and health across corporate business functions and back-office operations, including automating back-office processes at scale. We’ll show you how to use zero-based productivity to align resources and offer recovery and transformation services for a dramatic turnaround.

Make a transformational change

We guide clients to embed agile ways of working and continuous improvement at scale through management systems, culture, and building capabilities, such as lean management programs.

30–80%

productivity increase

20–30%

cost savings through automation

increase in customer satisfaction

Featured solution

Customer-experience solution: Periscope

Provides an integrated view of the customer journey across channels and touchpoints, identifying those that are most and least effective, in order to build strategies around what is working

Featured capabilities

McKinsey Capability Center

We have launched our worldwide network of digital capability centers to aid in developing the future of manufacturing.

Afiniti

Uses behavioral data analytics to match call-center agents and callers.

Featured video

Over time, organizations of all kinds—whether manufacturers or service providers, governments or not for profits—become awfully complicated. Lean management helps them engage all of their people, at every level, to help the entire organization work better: delivering more for customers, building stronger capabilities, finding new and better ways of working, and renewing a sense of common purpose.

Featured insights

Article

Performance Management 2.0: Tech-enabled optimization of field forces

– Businesses with large field forces have more reasons than ever to boost effectiveness and efficiency. New technology options can... help shatter old barriers to higher performance.
Article

Lean management or agile? The right answer may be both

– Through thoughtful design, agile and lean management can be the perfect match for companies in search of lasting performance improvement.
Article

Improving productivity in a disrupted landscape: How to transform Latin American banking

– Latin American banks have long sought productivity breakthroughs to meet rising customer expectations and the challenge from new,... digital players. COVID-19 is making transformation even more urgent.
Collection

The care of one: Hyperpersonalization of customer care

– Hyperpersonalization will be the new proving ground in customer care. This compendium lays out four key drivers that organizations... must be prepared to integrate by 2025.

Careers

Interested in a career in Operations?

A career within our Operations Practice offers the opportunity to work with the biggest companies in the world, on projects that transform their core business and build resilience for the future. We are continuously seeking the best talent at all levels and for all types of roles, and are particularly keen to talk to experienced professionals looking for their next challenge.

Connect with our Operations Practice