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Experience Accelerator

Assess the current adoption of customer experience, quantify the link of customer experience to business value, benchmark satisfaction performance by customer journey, identify what matters most within the journey, prioritize customer journeys for redesign, and develop a roadmap for CX transformation.

Companies looking to improve their customer experience often lack a systematic way to assess their current capabilities, prioritize what matters most to customers, or quantify the potential financial value of customer experience improvements.

Experience Accelerator uses proprietary research and analytics to provide the critical insights needed to create a comprehensive transformation road map that maximizes financial impact.


revenue growth


reduction in churn


uplift in customer conversion

Experience Accelerator Solutions

Maturity Assessment: Benchmark your organization against comparable companies across the six different hallmarks of customer experience leaders

Journey Pulse: Quantify the importance and performance of each customer journey and review the results in an interactive dashboard

Impact Calculator: Quantify the expected financial impact of a customer experience transformation across value pools such as customer retention, customer acquisition, and cross-sell or upsell

Related insights


Redesigning public-sector customer experiences for equity

– Customer experiences that consider the needs and values of diverse constituents can produce more equitable government services.

Eating out(side): Restaurant dining in the next normal

– Our survey of US consumers suggests that indoor dining in restaurants may not return to precrisis levels for months—or possibly... even years. That means full-service restaurant operators need a new economic model.

McKinsey & Company Named a Leader in Customer Experience Strategy Consulting Practices report

– McKinsey has been named a Leader in Forrester’s ‘The Forrester Wave™: Customer Experience Strategy Consulting Practices, Q4 2020’ report.

Other areas Customer Experience Solutions can help

Experience Essentials

A suite of ready-to-deploy, tech-enabled, and expert-driven customer experience capability-building programs designed to embed best-practice approaches at every level in the organization.

Experience Measurement

Build the capability of your people to understand the importance—and drivers—of best-in-class customer experience and teach them the tools to design, scale, support, and maintain your CX improvements.

Experience DNA

A data and analytics platform to maximize the value of customer experience management and design.

Our experts

Partner, Denver

Victoria Bough

Partner, Düsseldorf

Oliver Ehrlich

Senior Partner, Munich

Harald Fanderl

Senior Partner, Paris

Nicolas Maechler

Associate Partner, Miami

David Malfara

Senior Partner, Denver

Kevin Neher

Partner, Bay Area

Alfonso Pulido

Partner, New York

Maxence Vancauwenberghe