With the coming of age of Gen Z—both as customers and new entrants to the workforce—customer demands are changing. At the same time, the arrival of generative AI (gen AI) is changing the way contact centers can respond to those demands. In this episode of McKinsey Talks Operations, host Daphne Luchtenberg is joined by McKinsey partners Eric Buesing and Brian Blackader to discuss the latest trends, the importance of a cohesive support strategy, and actionable steps contact center leaders can take to improve their customer care functions. Organizations must navigate the changing landscape of customer care with agility to stay ahead of the game—but is it a game they can ever win?

McKinsey Talks Operations has much more content to offer on the Operations topics that connect strategy with lasting success. Visit www.McKinseyTalksOperations.com to explore events and insights from McKinsey’s Operations Practice, and join the McKinsey Talks Operations community. You can also connect with us on LinkedIn at www.linkedin.com/showcase/mckinsey-operations

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Achieving operational excellence takes practice. But in high stakes operations, practice could prove costly—or even dangerous—if things go wrong. In this episode of McKinsey Talks Operations, host Daphne Luchtenberg is joined by Amy Radermacher, Markus Hammer, and Professor Christian Ramsauer to explore how capability center learning programs can allow organizations to experiment in a safe environment, learn from things going wrong, and build new bonds in teams for better performance in their own working environments.

McKinsey Talks Operations has much more content to offer on the Operations topics that connect strategy with lasting success. Visit www.McKinseyTalksOperations.com to explore events and insights from McKinsey’s Operations Practice, and join the McKinsey Talks Operations community. You can also connect with us on LinkedIn at www.linkedin.com/showcase/mckinsey-operations

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As 2023 draws to a close, it has become increasingly apparent that there is no ‘normal’ for Operations leaders. Join hosts Christian Johnson and Daphne Luchtenberg as they take a look back at the year gone by through the lens of McKinsey Talks Operations. In this episode they revisit some highlight moments of their conversations with McKinsey experts and industry guests, covering topics from generative AI to price volatility, supply chain resilience to sustainability, and the role of operations leaders to smooth the path ahead for their organizations. And then be sure to listen to Navigating the new normal: Operations insights for 2024 as you think about the year ahead.

McKinsey Talks Operations has much more content to offer on the Operations topics that connect strategy with lasting success. Visit www.McKinseyTalksOperations.com to explore events and insights from McKinsey’s Operations Practice, and join the McKinsey Talks Operations community. You can also connect with us on LinkedIn at www.linkedin.com/showcase/mckinsey-operations

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Generative AI is continuing to dominate C-suite conversations across sectors. Organizations are starting to understand its transformative potential across the operations value chain, but just what will it take to get started?

McKinsey’s Nicolai Muller and Marie El Hoyek, a Cologne-based senior partner and London-based associate partner, talk to McKinsey Talks Operations host Christian Johnson about the game changing potential of generative AI. From automating complex processes to unprecedented opportunities across industries, discover insights on productivity boosts, system considerations, and the vital capabilities organizations need for successful integration.

McKinsey Talks Operations has much more content to offer on the Operations topics that connect strategy with lasting success. Visit www.McKinseyTalksOperations.com to explore events and insights from McKinsey’s Operations Practice, and join the McKinsey Talks Operations community. You can also connect with us on LinkedIn at www.linkedin.com/showcase/mckinsey-operations

See www.mckinsey.com/privacy-policy for privacy information

See www.mckinsey.com/privacy-policy for privacy information

Join us in this episode of "McKinsey Talks Operations" as host Daphne Luchtenberg sits down with senior partners at McKinsey & Company, Daniel Swan and Axel Karlsson, to explore the ever-evolving global landscape impacting companies. Discover how organizations are adapting to unprecedented challenges, from inflation to sustainability, and why operations and supply chain are taking center stage in the boardroom. Gain valuable insights on optimizing operations for success in 2024, as we discuss productivity, tech enablement, and sustainability as key drivers for the future. Don't miss this enlightening conversation on shaping a new operational reality.

Statistics correct at the time of recording in August 2023.

McKinsey Talks Operations has much more content to offer on the Operations topics that connect strategy with lasting success. Visit www.McKinseyTalksOperations.com to explore events and insights from McKinsey’s Operations Practice, and join the McKinsey Talks Operations community. You can also connect with us on LinkedIn at www.linkedin.com/showcase/mckinsey-operations

See ww.mckinsey.com/privacy-policy for privacy information.

See www.mckinsey.com/privacy-policy for privacy information

The manufacturing sector and associated operations have the power to drive an economy forwards. This episode of McKinsey Talks Operations looks at the critical role of production in Africa's growth and development: with Africa's population set to double by 2050, the need for sustainable job creation is paramount.

Host Daphne Luchtenberg is joined by Dr. Amy Jadesimi, Managing Director of LADOL, and David Meredith and Kannan Lakmeeharan from McKinsey & Company, about how the Manufacturing Africa Initiative is providing a blueprint for the growth of the manufacturing sector. They discuss the transformative potential of manufacturing, the initiative's goals, and the impact it's already making.

McKinsey Talks Operations has much more content to offer on the Operations topics that connect strategy with lasting success. Visit www.McKinseyTalksOperations.com to explore events and insights from McKinsey’s Operations Practice, and join the McKinsey Talks Operations community. You can also connect with us on LinkedIn at www.linkedin.com/showcase/mckinsey-operations

See www.mckinsey.com/privacy-policy for privacy information

See www.mckinsey.com/privacy-policy for privacy information

Zero-basing could be said to have an image problem, with a perceived sole focus on cost-cutting. This episode of McKinsey Talks Operations dispels some of the myths about this approach and looks at how it can become a dynamic philosophy that transcends traditional cost-cutting, offering leaders newfound visibility into their operations, investments, and resources.

Join host Daphne Luchtenberg with experts Carey Mignerey, Denis Fomin, and Steve Frazier as they discuss the transformative potential of zero basing and its role in reshaping organizational growth strategies, and how start-ups and disruptor companies are leading the way by maintaining a zero-basing mentality throughout their evolution.

McKinsey Talks Operations has much more content to offer on the Operations topics that connect strategy with lasting success. Visit www.McKinseyTalksOperations.com to explore events and insights from McKinsey’s Operations Practice, and join the McKinsey Talks Operations community. You can also connect with us on LinkedIn at www.linkedin.com/showcase/mckinsey-operations

See www.mckinsey.com/privacy-policy for privacy information.

See www.mckinsey.com/privacy-policy for privacy information

In this episode of McKinsey Talks Operations, recorded at McKinsey’s recent CFO forum in partnership with Inside the Strategy Room, host Daphne Luchtenberg talks to Matt Jochim and Martin Rosendahl, partners in McKinsey's London office, along with Samdruk Thomas, an associate partner based in Zurich. Together, they delve into the challenges and opportunities faced by Sales, General & Administrative (SG&A) functions in today's fast-moving economy.

Discover how courageous leadership by CFOs can balance short-term cost pressures with long-term innovation, leveraging digital technologies such as generative AI. Together, they discuss how to explore a clear strategic roadmap for successful transformation and invaluable tips on integrating digital effectively into SG&A functions. Subscribe now to McKinsey Talks Operations and stay ahead in the world of operational excellence.

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Join host Daphne Luchtenberg in a robust discussion with industry leaders Chris Smith and Richard Cawston, along with McKinsey senior expert Alan Davies, as they delve into the intricacies of the labor environment and share best practices for establishing thriving warehousing operations. Explore the challenges faced by the industry, from labor disruptions to changing demand profiles, and draw from valuable insights on how McLane & Company and GXO Logistics have adapted and excelled in a rapidly evolving landscape.

McKinsey Talks Operations has much more content to offer on the Operations topics that connect strategy with lasting success. Visit www.McKinseyTalksOperations.com to explore events and insights from McKinsey’s Operations Practice, and join the McKinsey Talks Operations community. You can also connect with us on LinkedIn at www.linkedin.com/showcase/mckinsey-operations

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Join Radu Palamariu and Knut Alicke on McKinsey Talks Operations as they share anecdotes from the writing of their new book. In this episode, the authors of From Source to Sold: Stories of Leadership in Supply Chain, talk about the idea that sparked the book, and the advice every supply chain professional can follow to accelerate their career growth. Don’t miss this engaging discussion hosted by Daphne Luchtenberg.

McKinsey Talks Operations has much more content to offer on the Operations topics that connect strategy with lasting success. Visit www.McKinseyTalksOperations.com to explore events and insights from McKinsey’s Operations Practice, and join the McKinsey Talks Operations community. You can also connect with us on LinkedIn at www.linkedin.com/showcase/mckinsey-operations

See www.mckinsey.com/privacy-policy for privacy information