Nimish is a partner in McKinsey’s Southern California office, and one of the leaders of our work on customer experience in North America. He specializes in developing and implementing customer-experience journeys that deploy digital technologies to improve customer satisfaction and reduce costs. In addition, he brings experience supporting clients with advanced-analytics transformations.
Examples of Nimish’s recent work include the following:
- rolling out multiple customer-analytics use cases across collections, call deflection, and marketing, projected to save $50 million in annual operation and maintenance spending for a leading North American utility
- developing a five-year customer roadmap to eliminate 40 percent of agent-offered calls using technologies such as predictive interactive voice response
- working on a customer-experience strategy that included journey prioritization, redesign, and an implementation plan, and coaching the energy client on adopting agile methodologies
- devising a customer-experience measurement strategy that included adopting an enterprise-wide customer-satisfaction metric, devising specific measures for each business unit and function, and revising the utility’s “voice of the customer” approach
- designing a customer experience strategy for a pre-IPO SaaS company, including voice of customer research
- developing a three-year roadmap for an industrial services company to improve its net promoter score (NPS) and build a customer-centric culture
Outside of his client work, Nimish contributes to our knowledge development and has published a series of articles on customer-experience topics.
Before joining McKinsey, Nimish was a strategy manager at Microsoft, working on business development in online services. He holds an MBA from the Wharton School at the University of Pennsylvania and a BSE in operations research and financial engineering from Princeton University.