There are three elements I believe companies should focus on to create a great customer experience for the modern consumer: ...

Customer expectations continue to evolve, and technology-based strategies must focus on their needs and preferences.

Reggie Scales at Vonage describes how misusing AI is undermining organisations’ communications strategies (and how to fix it) ...

McKinsey also found personalisation drives ... understanding of an individual customer’s taste. In this way the customer experience is made more personal and the meals suggested to a customer ...

And as companies grapple with finding the ROI on their investments, it’s crucial to understand the potential impact of AI in customer experience. According to a recent study from McKinsey and ...

Businesses are doubling down on AI investments, recognizing AI’s ability to revolutionize customer engagement and service delivery. With 44 percent of organizations planning to increase their AI ...

A partner at global consultancy McKinsey & Co. soon will join Citizens Financial Group in a newly created strategy role. Azra ...

Kevin Neher McKinsey & Company explains why now is the time for resetting the approach to measuring and transforming customer experience. The events of 2020 significantly impacted consumer preferences ...

A good customer experience may be built on a bedrock of ... In fact, research by McKinsey found that effectively implementing AI across the customer journey can boost revenue potential by nearly ...