4/5/2021 Experience DNA | Marketing & Sales | McKinsey & Company

Experience DNA

A data and analytics platform to maximize the value of

customer experience management and design.

The Bold Reset: Act Now

Customer Experience

The events of 2020 fueled digital commerce and accelerated the

widespread adoption of technology. In just a matter of 90 days,
digital adoption jumped ten years forward. The impact on consumer

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preferences, behaviors, and routines was signi cant. Today’s

consumers need and expect simple, fast, and meaningful
experiences delivered in a way that is responsive in the moment.

But many companies lack the tools needed to deliver on consumer’s

changing needs. They are still reliant on 20-year-old survey
techniques to gather customer feedback. And inherently react slowly
with backward-looking and incomplete data. Survey-based
approaches serve only as temperature checks to see how the
company is doing. These tools are unable to translate the massive
volume of customer data and signals into immediate actions and
smart decisions that drive customer acquisition, wallet share,
retention.

It’s time for a bold reset. Companies need to move beyond survey-
based systems to e ectively deliver experiences in ways that are
targeted, predictive, and responsive. By using big data, predictive
analytics, and machine learning, companies can go from “How are
we doing?” to “What do customers want next?”. This customer-
focused, data-driven approach will allow companies to unlock
e ciencies, predict customer behavior, track satisfaction drivers,
anticipate churn, and ag opportunities to turn loyalty into
pro tability.

The future of Customer Experience is predictive and actionable in

the moment. And it’s here today.

 Contact Us

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4/5/2021 Experience DNA | Marketing & Sales | McKinsey & Company

WHY EXPERIENCE DNA

Video

Meet

Experience

DNA

The platform is a
quantum leap in
customer experience,
empowering
companies with a
strategic tool to drive
competitive advantage
by predicting the
nancial value for
each customer
segment.

Article - McKinsey Quarterly

Prediction:

The future

of CX

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4/5/2021 Experience DNA | Marketing & Sales | McKinsey & Company

February 24, 2021 –

Designing great
customer experiences
is getting easier with
the rise of predictive
analytics.

HOW IT WORKS

EXPERIENCE DNA IN ACTION

With Experience DNA, leaders can understand their customer

experience performance, key drivers, and impact of investment

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4/5/2021 Experience DNA | Marketing & Sales | McKinsey & Company

decisions with the click of a button.

Watch Experience DNA in action.

“This has created a level of insight into

customers we’ve never had. The granularity

and predictive nature are both game-

changers.”

— Director of Customer Experience [Airline]

OUR EXPERTS

Partner, Denver Partner, Cologne Senior Partner, Senior Expert,

Munich Southern
Victoria Ralph California
Bough Breuer Harald
Fanderl Oliver
See full See full Jakubiec
bio  bio  See full
bio  See LinkedIn
pro le 

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4/5/2021 Experience DNA | Marketing & Sales | McKinsey & Company

Senior Knowledge Partner, Paris Senior Partner, Partner, Munich

Expert, Miami Denver
Nicolas Jakob
David Maechler Kevin Stöber
Malfara Neher
See full See LinkedIn
See LinkedIn bio  See full bio 
pro le  bio 

Senior Expert, Partner, Dallas Partner, New York

Seattle
Mike Maxence
Iwan Thompson Vancauwe
Tanuwidjaj nberghe
See LinkedIn
a
pro le  See LinkedIn
See LinkedIn pro le 
pro le 

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