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The Forest for the Trees:
McKinsey on The Importance
of Managing the Entire Customer Experience

The Forest for the Trees:
McKinsey on The Importance
of Managing the Entire Customer Experience

Webinar Recording

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Companies have long recognized the importance of the experience they deliver at individual touchpoints. But in that very specific focus, they can lose sight of the broader picture: that of the entire customer journey.

Ewan Duncan and Kevin Neher, two of McKinsey & Co’s leads in the Customer Experience space, are experts on this — they recently published a Harvard Business Review article on the topic. Join them in this webinar recording to learn how companies are mastering the journey-based approach to customer experience, and what leading edge research reveals around the impact of this transformation.

This will include:

  • The impact of focusing on cumulative experiences across multiple touchpoints and in multiple channels over time, rather than singular touchpoints,
  • How to identify and analyze the customer journeys that matter
  • How to embed customer journeys into a business’s operating model, and
  • How to rewire a company around customers.

The webinar is on-demand: simply fill out the form to view!