We help you deliver exceptional customer and employee experiences end-to-end by bringing together talent and technology to develop a future-proofed strategy and to help you unlock your future growth.
Improve customer experience
We transform customer experiences across traditional and digital touchpoints throughout the customer journey, utilizing advanced digital and analytic tools to create value in customer care and service businesses.
Turn business support into business value
We improve organizations’ performance and health across corporate business capabilities and back-office operations, including automating back-office processes at scale.
Deliver impact in field services
We revolutionize field service operations serving both business customers and consumers. We enhance the customer experience while improving revenues and increasing efficiencies.
Make a transformational change
We guide the tech-enabled design and implementation of next-generation operational excellence and productivity to create a culture of continuous innovation. Leveraging generative and analytical AI to empower a flexible workforce, we support the development of customer journeys that integrate human-and-technology collaboration. Combining technology when and where it matters with capability building and our deep practical experience, we enable an end-to-end digital transformation that sticks.
Transformation in action
See what’s possible
Go & See
The McKinsey Go & See program creates opportunities for organizations considering a large-scale transformation program to learn from peers at other organizations who have undertaken a similar journey—from embarking on a new digital strategy to agile and data and analytics at scale.
Try something new
Innovation & Learning Centers
The Innovation & Learning Centers are advanced tech-enabled innovation and learning hubs that guide the imagination and realization of an organization’s digital future—explore, try, and apply now.
Build the skills
McKinsey Academy
McKinsey Academy offers best-in-class capability-building programs to help operations leaders and frontline workers develop the behaviors, mindsets, and skills required to achieve and sustain impact. Our tailored learning programs address the most critical operations topics.
Featured insights
McKinsey Direct
The future of global centers
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Centralizing business activities in global centers has transformed the efficiency of big enterprises. Next, these talent HQs have the power to become key sources of strategic competitive advantage.
Blog Post
Gen AI in B2B services: A success story
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Machinery distributor Ascendum modernized and improved operations and customer service, showing how to achieve field service...
Article
The contact center crossroads: Finding the right mix of humans and AI
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Leaders are facing difficult decisions about how far to take their technology investments today, to enable the AI-driven contact...
Article
From pilot to profit: Scaling gen AI in aftermarket and field services
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Generative AI (gen AI) is transforming aftermarket and field services, offering new ways to boost efficiency and enhance customer...
Interview
Using generative AI to transform customer experience
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Juan Beltrán, digital manager of global sales excellence at Holcim, describes how the building materials company is using...
Featured experts
Indy Banerjee
Senior PartnerBengaluru
Leads McKinsey's outsourcing and offshoring work and the firm's service in technology and operating models in Asia
Martin Rosendahl
Senior PartnerLondon
Helps organizations capture the full potential of transformation, with a focus on process improvement, offshoring and outsourcing,...
Oana Cheta
PartnerChicago
Leads AI-driven transformation across industries, helping organizations scale innovation, optimize operations, and unlock growth...
Heiko Heimes
PartnerHamburg
Leads global general and administrative function transformations across multiple industry sectors to improve efficiency and effectiveness;...
Jorge Amar
Senior PartnerMiami
Works with telecommunications companies to drive the changes needed to improve overall customer experience while also controlling...
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.