The rapid pace of innovation is transforming customer behavior and placing greater demand on digital channels. Artificial intelligence enables traditional operations transformations to elevate experiences and expand impact to all areas of the value chain leading to better transparency and new opportunities for value capture. McKinsey brings distinctive capabilities and expertise to help clients deliver next generation technologies to customer journeys, mid- and back- office functions and field services.
A radical reimagining of the end-to-end business operating model.
What’s your goal today?
Innovation in global business services
Companies can improve their operational practices and turn their GBS organizations into innovation engines and talent hubs. With the right tech enablers, such as AI they can complement traditional approaches and drive value in corporate business functions.
Reaching for the next-level customer experience with data and digitization
Early movers can capture significant upside by adopting AI into their customer service operations. This will set new standards for what customers can expect from their favorite brands. Real-time, data-based insights can help reduce costs, improve customer experience, and generate value.
Reimagining field services with predictive technology
AI has reinvented how products and services can be delivered and maintained via field service networks. From dynamic forecasting and scheduling to predictive analytics that improve the accuracy of quotes, traditional approaches enhanced with AI technologies create the optimal toolkit to enhance your value to customers.
Featured Case Study
Case Study
Banking on innovation: How ING uses generative AI to put people first
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The global bank worked closely with QuantumBlack, AI by McKinsey, to build, test, and launch a bespoke customer-facing chatbot that uses the latest gen AI technology to meet customer needs.
Featured technology
AVA
A voice-to-text solution that combines speech analytics, customer care expertise and advance analytics to unlock the full value of live voice contacts to drive customer experience.
Frontline AI
Solutions that enable advanced retail experiences, smarter scheduling, self-healing, and better coaching can reduce complexity, lower costs, and can make both customers and employees happier.
Intelligent Document Processing
An AI-based software that provides best-in-class document processing automation capabilities, allowing clients to redesign end-to-end processes that involve document processing; add intelligent document processing to existing digital, analytics, and automation capabilities; and solve document processing challenges holistically across the enterprise. The solution is powered by Hyper Labs in collaboration with McKinsey.
Trace
A tool that helps organizations improve performance by accelerating the transition to technology-enabled operations. It includes an emerging suite of process insight tools to diagnose, discover, monitor, and transform processes.
Featured insights
Collection
The future of corporate and business functions
This collection expands on identifying practical moves leaders can make to help their organizations navigate the present while preparing for the future.
McKinsey Direct
Gen AI in customer care: Early successes and challenges
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The contact center emerged as an early use case for generative AI—with varied success. Organizations can learn from early adopters and think about their adoption strategies across three horizons.
Article
Better together: Process and task mining, a powerful AI combo
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Two AI-enabled approaches are changing the way companies identify operational improvement opportunities. Individually powerful, together they can be transformative.
Podcast
Reset and reimagine: The role of generative AI in SG&A success
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With SG&A functions under a cost and productivity squeeze, digitization and generative AI solutions can help to ease the pressure.
McKinsey Direct
Generative AI in finance: Finding the way to faster, deeper insights
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Generative AI technologies can automate time-consuming tasks for finance professionals, but can they be trusted to give the right answers?
Article
Why AI-enabled customer service is key to scaling telco personalization
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Telcos increasingly rely on customized commercial marketing. But integrating those efforts with service-related outreach into a comprehensive next-best-experience engine is critical for growth.
Featured Experts
Rodrigo Chaparro
PartnerParis
A leader in McKinsey’s Operations Practice, with broad international experience in supporting large-scale operational, organizational, and technology transformation for clients across industries
Martin Rosendahl
Senior PartnerLondon
Helps organizations capture the full potential of transformation, with a focus on process improvement, offshoring and outsourcing, digital, and automation
Greg Phalin
Senior PartnerCarolinas
Helps banks, insurance companies, and business-process-outsourcing companies set operations strategy, organizational structure, and governance