Providing superior digital customer care, or e-care, can lower costs and increase customer satisfaction. But it’s easier said than done.

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Measuring the patient’s experience: Lessons from other industries

Health systems need more and better data to pinpoint investments that will improve patient satisfaction—and the bottom line.

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Digital inside: Get wired for the ultimate luxury experience

This year’s Altagamma-McKinsey Digital Luxury Experience analysis of the omnichannel decision journeys of +/– 7,000 luxury shoppers across eight geographies, four product categories, and three pricepoints.

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McKinsey Minute: Why retailers need to merge online and offline shopping

Despite the power of digital, most transactions will still happen in stores for the foreseeable future.

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The CMO survey: Highlights and insights

CMO Survey

CMOs are spending more, but impact is still a question.

Infographic: How Mobile Use Varies Across Generations

Ad Week

Some surprising variance across generations.

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