Dorkas Koenen, the CMO for Dutch energy company Essent (an RWE business) explains how he and his CEO worked together to develop an organization focused on the customer.


PayPal’s vision for a global marketplace

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.

Data nuggets: Customer Analytics

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