Hyper-personalization, Transformation, and CX Innovation

Dr Julian Raabe is an expert partner at McKinsey & Co, based in Munich, Germany. He leads the McKinsey customer operations practice for Western Europe.

In the podcast, Julian talks about recent McKinsey research in hyper-personalization, omnichannel, innovation, digital transformation, and the ‘next normal’ for BPO and contact centers.

Julian believes that personalization and proactive CX needs to be a key focus area for the next few years, alongside the development of improved omnichannel options – although he warns that to get omnichannel working well quickly, just focus on the most important customer journeys first.

Julian also talks about how he believes the BPO companies will now embrace a blended WFH and contact center delivery model.

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