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

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

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

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[…]

In this episode, Wharton experts speak with Connor Blakley, the founder of Youth Logic.…Read More Source: Knowledge @ Wharton Connor Blakley, Founder of Youth Logic

Wharton assistant professor discusses the impact of accelerators on startup activity.…Read More Source: Knowledge @ Wharton Why Startup Accelerators Are an Engine for Economic Growth

There’s a ton of different call center metrics out there, but there’s just one that you absolutely need to nail: first call resolution. Nothing kills customer loyalty more than not getting solutions right away. Resolving a customer’s query or issue on their very first call is a surefire way to […] The post The Read more about The Only KPI That Matters: First Call Resolution. Here’s Why[…]

Biopharmaceutical companies that make bold moves to address life cycle compression, including reshaping portfolios and operations for agility and decisiveness, can capture value from innovation. Source: McKinsey Redesigning for speed: Addressing life cycle compression in biopharma

Economic inclusion is when people not only have their basic subsistence needs met but also are productive, fulfilled, and fully empowered to make choices about their lives. Source: McKinsey What is economic inclusion?

Outperforming family-owned businesses use a combination of value-creating mindsets and actions. Private equity firms looking to engage should understand them. Source: McKinsey Identifying value in family-owned businesses