Authors: Itai Miller, Kevin Neher, Rens van den Broek, Tom Wintering

To successfully enhance customer experience, companies need to build the right organizational capabilities and culture to plan, execute, and sustain the transformation, as the authors explain. Itai Mille (itai_miller@mckinsey.com) is a Consultant in the Denver office, Kevin Neher (kevin_neher@mckinsey.com) is a Senior Partner in the Denver office, Rens van den Broek (rens_van_den_broek@mckinsey.com) is a Partner in the New York office, and Tom Wintering (tom_wintering@mckinsey.com) is a Consultant in the Cleveland office of McKinsey. The authors would like to thank Kim Ayers, Harald Fanderl, Maanuv Khurana, Neal Larkin, …Read More