McKinsey & Company
Christopher Paquette is a Partner at McKinsey and a leader in their Digital Practice. He advises clients on all stages of digital transformation, including technology architecture, operations and customer-journey reimagination, customer-experience improvement, enhanced digital sales and marketing processes, and cultural transformation.
He has developed technology and digital strategies with a dual focus on enhanced revenue growth and better customer relationships for clients. For several top ten North American banks, this included the redesign of mortgage, auto-loan, and customer-service operations, as well as a back-office redesign and digitization program across eight core banking processes. This work has led to hundreds of millions of dollars of bottom-line impact being identified and captured. It has engendered material improvement in consumer and corporate customer experience, including a 30 to 80 percent reduction in wait time and a 40 to 80 percent reduction in administrative touchpoints and data gathering.
Christopher recently co-authored “Speed and scale: Unlocking digital value in customer journeys”, which examined how organizations need short-term, pragmatic moves that meet customer expectations and protect core businesses today, in addition to assembling digital building blocks for the long term.
Prior to joining McKinsey, Christopher was a Director of client service at Marsh & McLennan. He holds an MBA from the Kellogg Graduate School of Management.