Consulting research
Rewiring customer experience for the agentic era
The article emphasizes customer promise, human-centered design, disciplined measurement, trust, workflow redesign, governance, and human escalation in AI-supported customer experience.
Research note
What the source studied or reported
- Publisher
- McKinsey & Company
- Publication date
- 2026-07-14
- Authors
- Alex Rodriguez, Nicolas Maechler, Ema Karavdic, Khalid Quidwai
- Peer-reviewed status
- no
- Study or source design
- Consulting analysis and research synthesis
- Sample size
- See source methodology and exhibits
- Population
- Companies and customer-facing functions discussed by the publisher
- Intervention
- Not applicable
- Comparator
- Customer-experience and AI operating approaches
Interpretation
What it found, and what it did not study
The article emphasizes customer promise, human-centered design, disciplined measurement, trust, workflow redesign, governance, and human escalation in AI-supported customer experience.
Relevance to Bumpers: Supports general education about end-to-end customer experience, trustworthy automation, and escalation design.
Main limitations
- Consulting research
- Not footwear-specific
- Not Bumpers-specific
- Findings depend on cited methods and contexts
Claims boundary
What this source does not establish
- McKinsey endorsement of Bumpers
- Bumpers operating performance
- A guaranteed result from any technology
Permitted public use: Attributed discussion of customer-experience principles; General partner and support education.
Prohibited public use: Endorsement implication; Copying long passages; Bumpers performance claim.
Reviewer status: public page reviewed. Last verified: 2026-07-16.
