Harvard Business Review WEBINAR - JOIN US

Overcoming Obstacles to Digital Customer Care


Featuring Jorge Amar, Associate Partner at McKinsey.


Tuesday, May 30, 2017 | Noon - 1:00 PM US ET

Complimentary Audio Webinar
11:00 AM - 12:00 PM US Central
10:00 AM - 11:00 AM US Mountain
9:00 AM - 10:00 AM US Pacific
4:00 PM - 5:00 PM GMT
Jorge Amar 
Associate Partner
Jorge Amar
Associate Partner


Providing superior digital customer care, or e-care, can lower costs and increase customer satisfaction. Yet it’s easier said than done.


When customers have issues with a product or service, their options go well beyond a traditional call center. Depending on customer behaviors and what solution is most convenient, consumers can turn to an increasingly complex array of digital channels for service. Each option for digital customer care increases the pressure on companies to provide consistent and superior service.


Companies that excel at digital customer care, or e-care, can earn a big payoff in increased customer satisfaction, while generating savings by cutting back on call center volume.  And while the benefits of digitizing customer care are significant, so is the challenge of developing and implementing an effective and profitable e-care approach.


Join HBR and McKinsey’s Jorge Amar for a live, interactive webinar to explore how to understand customer behavior and design a strategic and detailed implementation program for digital care.



Jorge joined the Firm in 2007 as part of the Buenos Aires office, where he served multiple clients across Latin America, mostly in the telecommunications space. Jorge holds an MBA from Harvard Business School. 


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