The CEO’s Guide to Customer Experience

“What do my customers want?” The savviest executives are asking this question more frequently than ever, and rightly so. Leading companies understand that they are in the Customer Experience business, and they understand that how an organisation delivers for customers is as important...

The “Seven Deadly Sins” of Customer Experience Transformation

Harald Fanderl, a partner and global leader of the Customer Experience group in McKinsey & Company’s Marketing & Sales Practice, talks about how to avoid the key pitfalls in implementing a customer experience programme. Customer experience (CX) has emerged as something...