In this episode, we speak with Vinay Gupta and Dr. Julian Raabe with McKinsey & Company.

Gupta is a Senior Knowledge Expert at McKinsey & Company, with more than a decade of experience in contact center, advanced analytics and back office processes.

Raabe is a partner at McKinsey & Company, and leads McKinsey’s customer care, e-care, and digital care work in Europe, the Middle East and Africa. He advises leading technology, telecommunications, internet, and media companies to shape their customer-interaction strategies and foster customer engagement while capturing growth opportunities in the converging digital world.

Both were contributors to McKinsey’s 2021 report: An on-demand revolution in customer-experience operations?

In this interview, Vinay and Julian share several CX trends they're witnessing, dive into the benefits of a GigCX model, share best practices for organizations looking to implement a GigCX model, and more.