McKinsey Talks Operations

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

Explore how capability center learning programs can allow organizations to experiment in a safe environment, learn from failures, and build new bonds in teams for better performance. Embrace failure as a path to innovation and learn how fostering curiosity and trust in teams can drive innovation. Discover the benefits of neutral innovation environments and strategies for making transformations stick within organizations.

Hosts Christian Johnson and Daphne Luchtenberg review the year in operations and discuss topics like generative AI, price volatility, supply chain resilience, sustainability, and the role of operations leaders. They explore the potential of generative AI and its impact on operational excellence, as well as the importance of aligning technology with business needs. The Operations Excellent Talent Program is highlighted, focusing on developing the next generation of professionals. The podcast also delves into sustainability, skinny design as a profitable business strategy, redefining productivity, tech enablement, and boardroom priorities.

Explore the game-changing potential of generative AI in operations, including automating complex processes, productivity boosts, system considerations, and successful integration. Discover the opportunities and challenges in product development, the rapid expansion of generative AI, scaling new technologies, and recommendations for bringing Gen AI to organizations.

Join Daniel Swan and Axel Karlsson, senior partners at McKinsey & Company, as they discuss the challenges and demands in supply chain and operations, the changing perception of automation and capital intensity, and key considerations for planning in 2024. Don't miss this enlightening conversation on shaping a new operational reality.

The manufacturing sector and associated operations have the power to drive an economy forwards. This episode of McKinsey Talks Operations looks at the critical role of production in Africa's growth and development: with Africa's population set to double by 2050, the need for sustainable job creation is paramount. Host Daphne Luchtenberg is joined by Dr. Amy Jadesimi, Managing Director of LADOL, and David Meredith and Kannan Lakmeeharan from McKinsey & Company, about how the Manufacturing Africa Initiative is providing a blueprint for the growth of the manufacturing sector. They discuss the transformative potential of manufacturing, the initiative's goals, and the impact it's already making. 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 informationSee www.mckinsey.com/privacy-policy for privacy information

Zero-basing could be said to have an image problem, with a perceived sole focus on cost-cutting. This episode of McKinsey Talks Operations dispels some of the myths about this approach and looks at how it can become a dynamic philosophy that transcends traditional cost-cutting, offering leaders newfound visibility into their operations, investments, and resources. Join host Daphne Luchtenberg with experts Carey Mignerey, Denis Fomin, and Steve Frazier as they discuss the transformative potential of zero basing and its role in reshaping organizational growth strategies, and how start-ups and disruptor companies are leading the way by maintaining a zero-basing mentality throughout their evolution. 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.See www.mckinsey.com/privacy-policy for privacy information

Matt Jochim, Martin Rosendahl, and Samdruk Thomas discuss the challenges and opportunities faced by SG&A functions, including the use of generative AI. They emphasize the need for courageous leadership by CFOs, the potential of generative AI in automating jobs and improving forecasts, the importance of time-bound strategies and alignment, and strategies for successful digital transformation in SG&A functions.

Join host Daphne Luchtenberg in a robust discussion with industry leaders Chris Smith and Richard Cawston, along with McKinsey senior expert Alan Davies, as they delve into the intricacies of the labor environment and share best practices for establishing thriving warehousing operations. Explore the challenges faced by the industry, from labor disruptions to changing demand profiles, and draw from valuable insights on how McLane & Company and GXO Logistics have adapted and excelled in a rapidly evolving landscape. 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-operationsSee www.mckinsey.com/privacy-policy for privacy information

Join Radu Palamariu and Knut Alicke on McKinsey Talks Operations as they share anecdotes from the writing of their new book. In this episode, the authors of From Source to Sold: Stories of Leadership in Supply Chain, talk about the idea that sparked the book, and the advice every supply chain professional can follow to accelerate their career growth. Don’t miss this engaging discussion hosted by Daphne Luchtenberg. 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-operationsSee www.mckinsey.com/privacy-policy for privacy information