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

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 &amp; 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 <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.

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.

Voice interactions are a rich source of insights and shouldn’t be ignored in a digital age

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