What is CX (Customer Experience)? | McKinsey - McKinsey & Company
2022年8月17日 · CX, or customer experience, encapsulates everything a business or an organization does to put customers first, managing their journeys and serving their needs.
Growth through customer experience | McKinsey - McKinsey & Company
2023年3月23日 · Experience-led growth is a radically different approach—providing an exceptional experience to existing customers that delivers improvements in key financial metrics such as wallet share, cross-sell, and net revenue retention along the entire customer lifecycle.
The CEO guide to customer experience | McKinsey - McKinsey & Company
2016年8月17日 · Armed with advanced analytics, customer-experience leaders gain rapid insights to build customer loyalty, make employees happier, achieve revenue gains of 5 to 10 percent, and reduce costs by 15 to 25 percent within two or three years.
customer experience. By looking at year-over-year changes in outcome measures for dissatisfied, neutral, and satisfied customers, companies can build a view of where the link to value is heading. Track outcomes. In our experience, the best approach to quantify the value of …
customer’s experience and decide which aspects to prioritize. Journeys explained To better see how customer journeys work, let’s look at a measurable and routine service event—say, a product query—from the point of view of both the company and the customer. The company may receive millions of phone calls with questions about
McKinsey & Company - GenAI in customer experience (CX)
McKinsey & Company - GenAI in customer experience (CX) - Let's imagine a customer journey powered by GenAI - The impact of GenAI on CX
Prediction: The future of customer experience | McKinsey
2021年2月24日 · Early movers in the world of customer-experience analytics herald a fundamental shift in how companies evaluate and shape customer experiences. In this article, we explore how data and analytics are beginning to transform …
The Truth About Customer Experience - Harvard Business Review
In their research, the authors—partners at McKinsey—have found that organizations able to skillfully manage the entire customer journey reap enormous benefits: enhanced customer satisfaction,...
McKinsey on customer experience – putting people first – by …
2016年3月5日 · The uniquely cross-functional nature of effective customer-experience efforts puts a premium on smart governance. Clearly defined leadership, behaviors, and metrics are the places to start. Are you really listening to what your customers are saying?
support the customer experience the company wants to provide? It is vital to define an aspiration centered on what matters to customers—and on how it affects your business. There may be no customer-experience location more demanding than major airports, and executives at one recently discovered how power-