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.

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 &amp; Administrative (SG&amp;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&amp;A functions. Subscribe now to McKinsey Talks Operations and stay ahead in the world of operational excellence.

The next normal demands resilience, flexibility, and agility.

Join us on www.McKinseyTalksOperations.com where the world’s C-Suite leaders and McKinsey experts cut through the noise to uncover how to create a new operational reality. Each episode considers the challenges companies and economies are facing, and the opportunities leaders can seize for competitive advantage. We’ll look at how to connect boardroom strategy to the frontlines, ways to increase performance, where and when to infuse operations with technology, and why empowering the workforce with skills and capabilities is key to 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

The next normal demands resilience, flexibility, and agility.
Join us on <a href="http://www.mckinseytalksoperations.com">www.McKinseyTalksOperations.com</a> where the world’s C-Suite leaders and McKinsey experts cut through the noise to uncover how to create a new operational reality. Each episode considers the challenges companies and economies are facing, and the opportunities leaders can seize for competitive advantage. We’ll look at how to connect boardroom strategy to the frontlines, ways to increase performance, where and when to infuse operations with technology, and why empowering the workforce with skills and capabilities is key to success.
McKinsey Talks Operations has much more content to offer on the Operations topics that connect strategy with lasting success. Visit <a href="http://www.mckinseytalksoperations.com">www.McKinseyTalksOperations.com</a> 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 <a href="http://www.linkedin.com/showcase/mckinsey-operations" data-saferedirecturl="https://www.google.com/url?q=http://www.linkedin.com/showcase/mckinsey-operations&amp;source=gmail&amp;ust=1674896999531000&amp;usg=AOvVaw0Sp0r3t_R1DWVeTui08BhV">www.linkedin.com/showcase/mckinsey-operations</a>

The next normal demands resilience, flexibility, and agility. McKinsey Talks Operations, brings together the world’s C-Suite leaders and McKinsey experts cut through the noise to uncover how to create a new operational reality.

McKinsey Talks Operations

The next normal demands resilience, flexibility, and agility. Join us on McKinsey Talks Operations, where the world’s C-Suite leaders and McKinsey experts cut through the noise to uncover how to create a new operational reality. Each episode considers the challenges companies and economies are facing, and the opportunities leaders can seize for competitive advantage. We’ll look at how to connect boardroom strategy to the frontlines, ways to increase performance, where and when to infuse operations with technology, and why empowering the workforce with skills and capabilities is key to success.

Reset + Reimagine: The role of generative AI in SG&A success

In this episode of McKinsey Talks Operations, host Daphne Luchtenberg talks with McKinsey’s Julian Salguero who shares insights on the importance of talent management, particularly in the face of labor market shortfalls and the evolving needs of different generations in today’s workforce. The episode also features Lindsay DeVagno, VP of Human Resources at Keurig Dr Pepper, speaking with McKinsey consultant, Tyler Freeman, about her experiences and strategies in managing workforce challenges. The discussion explores the impact of technology on operations, the importance of leadership and development opportunities in retaining talent, and innovative approaches to flexibility and career advancement within the manufacturing sector.

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

In this episode of McKinsey Talks Operations, host Daphne Luchtenberg talks with McKinsey’s Julian Salguero who shares insights on the importance of talent management, particularly in the face of labor market shortfalls and the evolving needs of different generations in today’s workforce. The episode also features Lindsay DeVagno, VP of Human Resources at Keurig Dr Pepper, speaking with McKinsey consultant, Tyler Freeman, about her experiences and strategies in managing workforce challenges. The discussion explores the impact of technology on operations, the importance of leadership and development opportunities in retaining talent, and innovative approaches to flexibility and career advancement within the manufacturing sector.
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

Future-proofing operations: How tech and talent go hand-in-hand

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

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

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 <a href="https://urldefense.com/v3/__http:/www.McKinseyTalksOperations.com__;!!EIXh2HjOrYMV!a4l7G6qdzKjuM5ksbQFyWceXtyo4QTVW_ST6pxBwc5zITR-MBjyoJahwL1Sh3fUCjdeJiVUjV3uGvKygEsyFO8WNGOkL$">www.McKinseyTalksOperations.com</a> to explore events and insights from McKinsey’s Operations Practice, and join the McKinsey Talks Operations community. You can also connect with us on LinkedIn at <a href="http://www.linkedin.com/showcase">www.linkedin.com/showcase/</a><a href="https://urldefense.com/v3/__http:/www.linkedin.com/showcase/mckinsey-operations__;!!EIXh2HjOrYMV!a4l7G6qdzKjuM5ksbQFyWceXtyo4QTVW_ST6pxBwc5zITR-MBjyoJahwL1Sh3fUCjdeJiVUjV3uGvKygEsyFO_GiSlY3$">mckinsey-operations</a>
See <a href="http://www.mckinsey.com/privacy-">www.mckinsey.com/privacy-</a><a href="http://www.mckinsey.com/privacy-policy">policy</a> for privacy information

The evolution of customer care: AI and the Gen Z effect

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

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 <a href="http://www.mckinseytalksoperations.com/">www.McKinseyTalksOperations.com</a> 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 <a href="http://www.linkedin.com/showcase/mckinsey-operations">www.linkedin.com/showcase/mckinsey-operations</a>

Reset + Reimagine: The role of generative AI in SG&A success

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