Felix is a core leader in the McKinsey Digital Practice and in customer care, e-care, and digital care. He guides technology-enabled transformations and the improvement of the technology base of customer care across a variety of industries, with a focus on telecommunications and utilities.
Examples of Felix’s recent client work include the following:
- supporting sales pushes for several European inbound-call centers
- leading customer-service-strategy and customer-process design for a European telecommunications company
- developing an operating-model transformation for a European technology company
- overseeing a large-scale IT-merger management and digital-IT operating-model design for a multinational European utility
- leading a digital transformation for a European power and gas provider
- designing the target-IT architecture for a fast-growing converged-telecommunications operator
- supporting cross-country architecture and governance for a common API layer and single mobile app for a European operator