McKinsey on CX Today
10 stories · 10 in 2026 · 0 in the last 90 days · 0 sponsored
CX Today coverage mentioning McKinsey, newest first. Sponsored work is identified clearly on each story.
Why Does Your Personalization Strategy Feel Irrelevant to the Customers It Targets?
Fix personalization strategy failure by improving customer intent modelling, real time personalization, and contextual marketing.
Sean Nolan · 6 min read · 8 May 2026
Is Intent Data Driving Growth or Just Expensive Guesswork
Learn how to validate B2B intent data, integrate intent signals into CRM, and prove intent data ROI without wasted spend.
Sean Nolan · 7 min read · 29 Apr 2026
Will AI in Sales Improve Performance or Erode Buyer Trust
Explore AI in B2B sales: where AI sales tools boost productivity, where trust erodes, and how to govern enterprise AI sales responsibly.
Sean Nolan · 5 min read · 22 Apr 2026
Which Customer Analytics Use Cases Actually Improve CX? High-Impact Contact Center Workflows That Deliver Faster ROI
Explore customer analytics use cases for contact centers, from real-time alerts and QA at scale to journey friction and compliance
Alex Cole · 10 min read · 31 Mar 2026
How Do You Buy Customer Analytics Tools Without Ending Up With Expensive Shelfware? The CA&I RFP Guide for CX Teams
A practical CA&I procurement guide for CX teams: AI governance, and ROI measurement to prevent expensive shelfware.
Alex Cole · 10 min read · 26 Mar 2026
What Do These Reports Agree On About The Future Of CX and Customer Journey Orchestration?
AI in customer engagement is shifting to real-time personalization and orchestration, as Deloitte, McKinsey, and Salesforce reveal.
Sophie Wilson · 5 min read · 26 Mar 2026
Pay Is Only the Start: Closing the Gender Gap in CX Through Pay Equity, Sponsorship, and Access
Pay gaps in CX are visible, but access and sponsorship drive real outcomes. Industry data shows why informal systems now pose an operational risk.
Rob Wilkinson · 5 min read · 6 Mar 2026
How Sales & Marketing Tech Can Boost Your Revenue – and Deliver Real ROI
Learn how martech and sales automation boost pipeline, conversion, deal size, and retention. Plus, what happens if you delay.
Sean Nolan · 5 min read · 2 Mar 2026
OpenAI’s Consulting Play, CX Leaders Might Get Sidelined
OpenAI Frontier Alliances with BCG, McKinsey, Accenture, and Capgemini signal scaled agentic AI, and CX leaders must set guardrails early.
Rob Wilkinson · 4 min read · 24 Feb 2026
McKinsey’s State Of AI: The Scaling Gap Is Now CX’s Problem
McKinsey’s State of AI in 2025 shows 88% AI adoption, rising AI agents, and a scaling gap. Here’s what CX and ops leaders should do in 2026.
Rob Wilkinson · 7 min read · 23 Feb 2026