PayPal senior executive, Laurent Le Moal, tells McKinsey how the company continues to innovate as consumers—and their devices—evolve.


The future of US retail-banking distribution

The more that customers use digital-banking channels, the more they actually use branches and call centers. This shifting behavior presents a threat—and a rare opportunity.


Why companies should care about eCare

Digital customer service is now a strategic imperative, but its adoption is hampered by weaknesses in delivery strategies and incomplete measurement of its effectiveness.


The rebirth of the CMO

As the role of marketing becomes more complex and influential, CMOs should focus on three activities.

Data nuggets: Customer Analytics

Must reads

FDA Readies Social Media Rules For Big Pharma


In response to the industry’s request for guidance, the FDA has released 3 draft guidance documents for social media

McKinsey M&S on Twitter

Our people