McKinsey Operations’ Post

Check out my recent conversation with Eric Buesing and Daphne Luchtenberg about the evolution of customer care. We talk about gen ai, gen z, and much more. The transcript is also available. I'd love to hear your thoughts!

Customer service is a cornerstone of business success, but the evolving needs of Gen Z customers can present a challenge. In this episode of McKinsey Talks Operations, McKinsey Operations leaders discuss how #genAI and #GenZ are revolutionizing customer care and explore the steps organizations can take to elevate their customer service capabilities. Read the article➡️ https://lnkd.in/dGysQgbU 🎧 Apple: https://lnkd.in/dPUdghWF 🎧 Spotify: https://lnkd.in/ddqsNDpb #CustomerCare #CustomerService

As #GenZ emerges with a preference for immediate satisfaction and a readiness to voice dissatisfaction, the landscape of customer support is transforming. #GenAI plays a crucial role in this shift by streamlining operations, personalizing service, and expediting issue resolution like never before. In the latest episode of McKinsey Talks Operations, McKinsey Operations leaders discuss the latest trends, the importance of a cohesive support strategy, and actionable steps contact center leaders can take to improve their customer care functions. 🎧 Listen on Apple: https://lnkd.in/e4PH5CcR 🎧 Listen on Spotify: https://lnkd.in/eQ_kUAwS #CustomerCare #CustomerExperience #ContactCenter

As #GenZ emerges with a preference for immediate satisfaction and a readiness to voice dissatisfaction, the landscape of customer support is transforming. #GenAI plays a crucial role in this shift by streamlining operations, personalizing service, and expediting issue resolution like never before. In the latest episode of McKinsey Talks Operations, McKinsey Operations leaders discuss the latest trends, the importance of a cohesive support strategy, and actionable steps contact center leaders can take to improve their customer care functions. 🎧 Listen on Apple: https://lnkd.in/gMjA4MZi 🎧 Listen on Spotify: https://lnkd.in/gEi6-4cc #CustomerCare #CustomerExperience #ContactCenter

As #GenZ emerges with a preference for immediate satisfaction and a readiness to voice dissatisfaction, the landscape of customer support is transforming. #GenAI plays a crucial role in this shift by streamlining operations, personalizing service, and expediting issue resolution like never before. In the latest episode of McKinsey Talks Operations, McKinsey Operations leaders discuss the latest trends, the importance of a cohesive support strategy, and actionable steps contact center leaders can take to improve their customer care functions. 🎧 Listen on Apple: https://lnkd.in/gJ3zahXY 🎧 Listen on Spotify: https://lnkd.in/gjuqgxqJ #CustomerCare #CustomerExperience #ContactCenter

From my experience in implementing GenAI in service operations, the real challenge lies in change management and introducing this technology to customers while re-skilling employees. Kweilin perfectly captures GenZ’s demand for instant gratification, which is reshaping customer support. #GenAI is pivotal in this transformation, streamlining operations, personalizing services, and resolving issues swiftly. To leaders hesitant about GenAI in customer service: Would you choose human empathy over a GenAI (Voice AI Assistant) that predicts your issue, provides a precise and tailored response? For more insights, listen to #McKinsey Talks Operations:  🎧 Listen on Apple: https://lnkd.in/gtbuBYE3 🎧 Listen on Spotify: https://lnkd.in/gB-sb5w2 #CustomerCare #CustomerExperience #ContactCenter

As #GenZ emerges with a preference for immediate satisfaction and a readiness to voice dissatisfaction, the landscape of customer support is transforming. #GenAI plays a crucial role in this shift by streamlining operations, personalizing service, and expediting issue resolution like never before. In the latest episode of McKinsey Talks Operations, McKinsey Operations leaders discuss the latest trends, the importance of a cohesive support strategy, and actionable steps contact center leaders can take to improve their customer care functions. 🎧 Listen on Apple: https://lnkd.in/g6Ymhks2 🎧 Listen on Spotify: https://lnkd.in/gG957Ch8 #CustomerCare #CustomerExperience #ContactCenter

Based on some primary customer research we ran, my colleagues Brian Blackader and Eric Buesing look into how #genAI and #GenZ are revolutionizing customer care and explore the steps organizations can take to elevate their customer service capabilities. I recommend listen into this episode of McKinsey Talks Operations, McKinsey Operations Read the article➡️ https://lnkd.in/durQ6PyB 🎧 Apple: https://lnkd.in/dGi2VhBs 🎧 Spotify: https://lnkd.in/dVK-SuYa #CustomerCare #CustomerService #CustomerExperience

Don’t kick me, eComm friends, but I actually really love peak season 👀 It’s because my job is offering orgs something that makes things easier for their customers, agents - everybody. Take one of our recent updates ➡ Flip's AI's gotten even better at identifying the reason a customer’s calling. Like, if someone calls about a missing order, Flip doesn’t pull up the info for their most recent order. They pull up their most recent delivered order. It’s small, but it saves people time. And, that’s a pretty big deal. You can find more details on all of this week’s updates at https://lnkd.in/e2GnGmqS And, if you’re curious about how Flip can help simplify peak season for your brand, let me know. I love answering questions :) #ProductRelease #WeeklyUpdates #OrderID #EasyImplementation #BetterAI #PeakSeason #Voice #ChannelOfChoice #Phone #VoiceAI #Automation #CustomerExperience #CustomerSupport #CX #EX #FlipCX #FlipYeah

Organizations have more customer data than ever, but unlocking its full potential isn't easy. Download CallMiner's 2023 CX Landscape Report to learn how #CX and contact center leaders are using customer insights to overcome challenges, deliver better experiences & drive business outcomes. ⬇️