McKinseyMore from McKinseyAll TechnologyE-care: Delivering Customer Service Digitally Without Reducing ProfitsA European telecommunications company wanted to lower the cost of its customer service operations but worried about the potential loss of revenue from the cross-selling that its traditional call centers did so well. So-called e-care solved the problem.August 19, 2014All TechnologySeparating (Few) Facts from (Much) Fiction in Supply ChainThere's a lot of hype in supply chain. If you look at the history of supply chain, there is a track record of hype.June 18, 2014All TechnologyStep Up Digitization of Business Processes if You Want to Meet Customers' Increased ExpectationsCustomers have been spoiled. Thanks to companies such as Amazon and Apple, they now expect every organization to deliver products and services swiftly, with a seamless user experience. Are your processes up to that level of expectation?June 9, 2014Global Trade ManagementChina Isn't Only Fish in Asia Pacific Sea. Try ASEAN Nations.Investors and multinationals are increasingly turning their gaze southward to the ten dynamic markets that make up the Association of Southeast Asian Nations (ASEAN).June 3, 2014Global Supply Chain ManagementMany Execs Realize They Are Not Handling Cyber-crime EffectivelyResearch McKinsey conducted in partnership with the World Economic Forum suggests that companies are struggling with their capabilities in cyber-risk management.May 16, 2014Business Strategy AlignmentIs Doing Business in China as Mysterious and Difficult as Many Make It Out to Be?A lot of people view China business as mysterious. Relax. Consumers behave pretty much the same everywhere. Competition is pretty much the same everywhere. You just need to ignore the hype and focus on the basic fact that in China today, there are six big trends. That's it. Six trends shape most of the country’s industries and drive much of China's impact on the Western world.April 21, 2014All TechnologyThe Future of Lean - and How You Can Benefit from the Right Strategy ImplementationLean is one of the biggest management ideas of the past 50 years. No less than Ford's original assembly line, it has transformed how leading companies think about operations - starting in assembly plants and other factory settings and moving more recently into services ranging from retailing and health care to financial services, IT, and even the public sector. Yet despite lean's trajectory, broad influence, and level of general familiarity among senior executives, it would be a mistake to think that it has reached its full potential.March 10, 2014Business Strategy AlignmentGood Advice: Take India as It Is, Not How You Think It Should BeEven the world's biggest brands can struggle to succeed in India. Coca-Cola chairman and CEO Muhtar Kent urges global companies to accept the market as it is, not as they wish it to be.December 16, 2013All TechnologyGetting the C-suite on Board and Ready for Big-data AnalyticsOver the past 30 years, most companies have added new C-level roles in response to changing business environments. The chief financial officer role, which didn't exist at a majority of companies in the mid-1980s, rose to prominence as pressures for value management and more transparent investor relations gained traction. Adding a chief marketing officer became crucial as new channels and media raised the complexity of brand building and customer engagement. Chief strategy officers joined top teams to help companies address increasingly complex and fast-changing global markets. Today, the power of data and analytics is profoundly altering the business landscape, and once again companies may need more top-management muscle.November 19, 2013Global Trade ManagementTapping Into the Rising Consuming Class as Hundreds of Cities Develop WorldwideCities have long been the world's economic dynamos, but today the speed and scale of their expansion are unprecedented. Through a combination of consumption and investment in physical capital, growing cities could inject up to $30tr a year into the world economy by 2025. Understanding cities and their shifting demographics is critical to reaching urban consumers and to preparing for the challenges that will arise from increasing demand for natural resources (such as water and energy) and for capital to invest in new housing, office buildings, and port capacity.July 18, 2012Previous PagePage 4 of 4
