CX without design only gets you halfway

21 Jun,2022 | Business, McKinsey Insights & Publications

When mapping out the customer journey, combining traditional CX practices with user-centered design processes has proven to bring the greatest value.

Six customer experience pitfalls to avoid

16 Mar,2022 | Business, McKinsey Insights & Publications

To successfully enhance customer experience, companies need to build the right organizational capabilities and culture to plan, execute, and sustain the transformation.

B2B commercial analytics: What outperformers do

13 Dec,2021 | Business, McKinsey Insights & Publications

B2B companies that successfully apply commercial analytics are uncommon—and more likely to achieve uncommon success. Outperformers share four behaviors.

The new key to automotive success: Put customer experience in the driver’s seat

18 Nov,2021 | Business, McKinsey Insights & Publications

Customer experience has replaced engineering prowess as carmakers’ critical battleground. Here’s how incumbent brands can effect a bold, fast transformation.

Next in loyalty: Eight levers to turn customers into fans

12 Oct,2021 | Business, McKinsey Insights & Publications

How do top-performing companies maximize the impact of their loyalty programs in the next normal? By focusing on customer behavior, segment by segment.