How we think the customer experience must change

Whether you work in products or services, in B2B or B2C, McKinsey is formal; almost all exceptional business successes are based on the customer experience. Therefore, the customer experience is considered a strategic factor for virtually all companies.

In theory, because in practice things are quite different.

Customer service is dedicated to resolving the company’s problems, not the customer’s.

Few 20th-century companies are customer-centric.  Employees are focused on their careers, thus on their bosses, internal politics, and products… The customer is way back at the end of the line.…