Luxury hotels know that the secret to top-tier customer experience is a culture of excellence. Source: McKinsey How the world’s best hotels deliver exceptional customer experience

A new survey of the Latin American fraud landscape reveals that most fraud goes unnoticed as companies struggle to keep up with the dynamics of the fraud landscape. Source: McKinsey Fraud management perspectives for Latin America

Two AI-enabled approaches are changing the way companies identify operational improvement opportunities. Individually powerful, together they can be transformative. Source: McKinsey Better together: Process and task mining, a powerful AI combo

The number of employees who use generative AI is expected to soar, freeing many to focus on higher-level cognitive work. Can organizations use this moment to make jobs more people centric? Source: McKinsey The human side of generative AI: Creating a path to productivity

Wharton’s Patti Williams joins the show to talk about why some content is “so bad it’s good.”…Read More Source: Knowledge @ Wharton When and Why Consumers Love Bad Options

Customers have grown accustomed to the perks, flexibility, and convenience of cloud computing-hosted platforms. In customer service terms, these include personalized interactions, 24/7 access, self-service options, and AI-enhanced features.  A hosted interactive voice response (IVR) is an automated telephone system that operates from a remote server, which users can access […] The post Hosted Read more about Hosted IVR: Is It Really What Your Customers Want?[…]

Three McKinsey senior partners—and, now, international best-selling authors—reflect on the far-reaching impact of their book, CEO Excellence, two years after its release. Source: McKinsey The CEO’s secret to successful leadership: CEO Excellence revisited

US public sector agencies offer valuable lessons on how public health agencies can approach data governance in a holistic way. Source: McKinsey Strengthening data governance in US public health agencies

Black and Latino US residents experience different levels of prosperity and parity depending on where they live. Our interactive map explores this variation across all US counties. Source: McKinsey Mapping the road to prosperity and parity for Black and Latino residents across America

2024 will be an interesting year for call centers. In particular, although providing top-notch user experiences will still be high on everyone’s priority list, service agents themselves may be in for a ride.  Many firms are already implementing AI tools to automate simple issues and offer customers self-service options for […] The post 7 Read more about 7 Contact Center Trends That’ll Change How You Operate[…]