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
Survey
Breaking operational barriers to peak productivity
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Our latest research examines how a new take on operational excellence can help rekindle productivity—and reveals five practices that matter in jump-starting performance.
Blog Post
Gen AI in customer care: Using contact analytics to drive revenues
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Generative AI is demonstrating enormous potential to drive revenue growth out of the contact center—but must be carefully...
Article
Today’s industrial revolution calls for an organization to match
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Operations technologies are here. Productivity gains are not. Why? It’s increasingly clear that to transform industrial...
Blog Post
Empowering GBS leaders to turn innovation intentions into successful implementations
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Global business services (GBS) leaders see innovation as a top strategic and operational priority. Now they need better ways...
Article
From promising to productive: Real results from gen AI in services
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Service organizations that are early generative AI adopters are finding that to capture more value, they need to get more disciplined....
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,...
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.