McKinsey Talks Operations

High-quality, tailored interactions promote positive consumer experiences. And so in a digital age that can be lacking in emotional connection, human voice engagements can become a point of difference for contact centers.


In this episode, we discuss the wider trends related to voice interactions in customer care and the technologies that are available. Join the conversation with Paul Humphrey, CEO and founder of Call Journey; Eric Buesing, a partner in McKinsey & Company and a leader in our customer care offering; and host Daphne Luchtenberg, McKinsey’s Operations Practice Director of Communications.


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

When people began working from home, many executives feared that productivity would be lost. Instead, the reverse has proved true: for many employees, it has increased, thanks in part to the accelerated pace of digitization. As companies move to the next normal, they are looking for ways to maintain those gains through new hybrid working models enabled by digital technologies. There are decisions to be made about real-estate foot-prints and arrangements, shared service centers, organizational structures, and investments in digitization.

Join the conversation with Naomi Hudson and Martin Rosendahl, Partners in McKinsey’s Operations Practice; Phil Kirschner, a Senior Expert sitting at the intersection of McKinsey's People and Organizational Performance and Real Estate Practice; and host Daphne Luchtenberg, McKinsey’s Operations Practice Director of Communications.

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

Capital projects could receive around $130 trillion dollars over the next five years. Most of the investment will go to renew and decarbonize critical infrastructure. In this episode of The McKinsey Podcast, hear McKinsey senior partners Steffen Fuchs and Christoph Schmitz speak with executive editor, Roberta Fusaro about how executives and organizations will need to adapt their current spending strategies to take advantage of this unique funding moment.

After, hear senior partner Dymfke Kuijper’s rookie moment when she shares how *seeking perfection prevented her from finding it.

Theme song is composed and performed by Joy Ngiaw.

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

It's increasingly clear that there is a labor mismatch across industries and sectors. There is also a marked gap in the digital talent available in key frontline sectors such as truck drivers and line operators - only 1 percent of supply chain leaders report having sufficient talent in-house to support their increased digitization, that’s down from 10 percent in 2020. The pioneers of the Fourth Industrial Revolution have learned that human capabilities are critical when organizations wish to adopt advanced digital technologies successfully. For example, Coca Cola has established a digital academy to upskill managers and frontline team leaders across their business operations to help to build supply chain resilience and improve productivity.

Join the conversation with Iain McLaughlin, VP of Commercial Product Supply, and Gigy Philip, Transformation Director, both from the Coca- Cola Company; McKinsey Partner, Roberto Migliorini, and host Daphne Luchtenberg, Director of Communications for McKinsey’s Operations Practice.

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

Across industries, the great clean-up is underway. Driven by tightening regulations, pressure from investors, and shifting customer preferences, companies are striving to reduce the burden of their activities on the planet. Conventional wisdom has always been that reaching for Net Zero is a holy grail, only possible through heavy investments on the one side and sacrificing margins on the other. However, environmental responsibility doesn't have to be at odds with productivity and by extension profitability.

Join the conversation with John Revess, Director of Net Zero Transformation at the World Business Council for Sustainable Development; McKinsey experts, Peter Spiller and Ruth Heuss; and host Daphne Luchtenberg, McKinsey’s Operations Practice Director of Communications.

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

In the current geopolitical context, local manufacturing and supply chain resilience are becoming increasingly important. At the same time, organizations face an imperative to tackle environmental sustainability and climate change to strengthen operations and positively impact people and the planet. The Global Lighthouse Network – a World Economic Forum initiative in collaboration with McKinsey & Company – has inspired a playbook to answer these challenges. At Lighthouses Live, the Network’s flagship event broadcast in early April, we were delighted to convene a group of leaders to talk about how their organizations are scaling responsible growth through tech-enabled operations. They’re using them to power sustainability and workforce engagement.

Join the conversation with Katy George, Senior Partner at McKinsey & Company, Christine Bastian, Executive Vice President and Chief People Officer at Western Digital; Kathy Wengel, Executive Vice President and Chief Global Supply Chain Officer at Johnson & Johnson; and Åsa Tamsons, Senior Vice President and Head Of Business Area Technologies and New Businesses at Ericsson.

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

Making good use of data and analytics will not be done with any single bold move but through multiple coordinated actions. Despite the recent and significant advances in MI, the full scale of the opportunity is just beginning to unfold. In this episode, we discuss why some companies do better than others, what are the key performance indicators that can help categorise a company into leaders, planners, executors, or emerging companies; and how companies can identify where to get started based on their digital journey.

Join the conversation with Vijay D’Silva, Senior Partner at McKinsey & Company, Bruce Lawler, Managing Director for MIT MIMO and host Daphne Luchtenberg, Director of Communications, Operations Practice, EMEA.

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

Read more >
   Listen to the podcast (duration: 22:45) >  In this special edition of the McKinsey Talks Operations podcast, host Daphne Luchtenberg brings you highlights from a panel discussion on the importance of building workforce capabilities and shifting mindsets for successful digital transformation. The discussion took place recently as part of Lighthouses Live, the flagship event of the Global Lighthouse Network—a World Economic Forum initiative in collaboration with McKinsey & Company.

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

Read more >
   Listen to the podcast (duration: 1:09) >  The new podcast from McKinsey’s Operations Practice explores cutting through the noise to transform strategy into lasting operations success

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

Read more >
   Listen to the podcast (duration: 16:37) >  In the McKinsey Operations Practice’s first podcast, Sebastian Peters, senior vice president and head of logistics, planning, and digital value stream for Airbus, speaks with McKinsey’s Daphne Luchtenberg and Knut Alicke on what it really means to have a risk-averse and resilient supply chain. 

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