Based in McKinsey's Southern California office, Jeff advises clients from a variety of industries—airlines, high-tech, financial services, and insurance, among others—as they seek to enhance the capacity and efficiency of their customer-facing networks, back offices, and other business-support functions. With Jeff’s guidance, companies have reduced their servicing costs without compromising customer satisfaction levels.
Winning the expectations game in customer care
Call centers aren’t what they used to be. Here’s how to capture the loyalty of increasingly demanding customers.
Mastering the challenge of capacity management
Meet varying demand while keeping staffing costs under control with flexible scheduling
Charting the future of customer care
New customer-care technologies have made it possible to maximize revenues, savings, and customer experience all at once. But to maximize competitive advantage, companies must be smart—and quick.
Making the leap to omnichannel
MetLife’s head of Global Customer Solutions discusses the insurer’s transformation from a traditional to an omnichannel strategy.