Dean Czuma, Head of McKinsey Global Services at McKinsey & Company, explains why contact centers should be viewed as strategic investments that drive value rather than control costs. He shares insights on empowering agents, using the right tools, and fostering a strong culture. By aligning these elements, companies can transform contact centers into powerful customer satisfaction and profitability engines.

“The winners will lead an experience, and it starts with the way customers are approached.” - Dean Czuma

Rooted in real-time customer interaction data, these insights highlight how properly equipped teams can boost satisfaction, generate add-on revenue, and deepen client relationships across channels. By prioritizing human engagement and informed decision-making, businesses can ensure that each interaction drives continuous improvement, fosters loyalty, and keeps them ahead in an evolving market.