Customer Experience & Loyalty

Report · 15 min read · Consumer attention is finite and fragmented. McKinsey's framework for identifying which battles for attention are worth winning — and how to win them.

Explainer · 5 min read · McKinsey's concise explainer on personalization — what it is, why it matters, and how leading companies are building it into their growth strategy.

Article · 12 min read · Satisfaction is the baseline. Delight amplifies it. McKinsey's research shows delighting satisfied customers drives significantly higher NPS and referral intent across sectors and geographies.

Article · 12 min read · From broad offers to hyper-targeted experiences: how AI and gen AI are helping marketers scale personalization in ways that actually convert.