McKinsey Talks Operations

Agentic AI is reshaping banking operations, enabling systems to act, decide, and learn at scale. Leading banks are redesigning their operating models to unlock new sources of value, improve resilience, and accelerate performance. As the gap between leaders and laggards widens, those who hesitate risk falling behind.
In this episode of McKinsey Talks Operations, Daphne Luchtenberg is joined by Senior Partner David Deninzon and Partner Abhilash Sridharan to explore how agentic AI is transforming banking operations today. Together, they discuss where banks are seeing the greatest impact, what it takes to rewire core processes and decision-making, and how leaders can position their organizations to capture the full potential of this rapidly advancing technology.
McKinsey Talks Operations has much more content to offer on the Operations topics that connect strategy with lasting success. Visit www.McKinseyTalksOperations.com to explore events and insights from McKinsey’s Operations Practice, and join the McKinsey Talks Operations community. You can also connect with us on LinkedIn at www.linkedin.com/showcase/mckinsey-operations
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Across industries, organizations are asking more of their COOs: to drive efficiency, unlock growth, build resilience, lead cross-functional change, and help shape the business agenda. But what does it really take to excel as a modern operations leader today?
In this episode of McKinsey Talks Operations, host Daphne Luchtenberg speaks with McKinsey partners Darryl Piasecki and Tony Gambell, who lead the firm’s global COO Excellence initiative. Together, they break down the essential components of a high-impact COO, from a clear vision grounded in business strategy to an executable plan, strong stakeholder relationships, the right talent, and a personal operating model that enables sustained performance.
McKinsey Talks Operations has much more content to offer on the Operations topics that connect strategy with lasting success. Visit www.McKinseyTalksOperations.com.
to explore events and insights from McKinsey’s Operations Practice, and join the McKinsey Talks Operations community. You can also connect with us on LinkedIn at www.linkedin.com/showcase/mckinsey-operations
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2025 marked a pivotal moment for operations. Generative AI, automation, and advanced analytics moved from experimentation to real impact—and reshaped how organizations run.

In this special year-end episode of McKinsey Talks Operations, hosts Daphne Luchtenberg and Christian Johnson reflect on the defining shifts of the year, from deploying agentic AI and redesigning end-to-end processes to scaling digital twins, robotics, and data-driven sustainability. Against a backdrop of geopolitical volatility and supply chain disruption, leaders redefined what operational excellence really means.

Join us to revisit standout conversations from across operations to explore how organizations unlocked productivity, accelerated innovation, and built more resilient, intelligence-enabled operations.

McKinsey Talks Operations offers much more on the forces shaping the future of the function. Visit McKinsey Talks Operations to explore events and insights from McKinsey’s Operations Practice and join our community. Connect with us on LinkedIn.
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Improving operations, generating revenue and implementing the right technology have all become key priorities for customer care professionals over the last decade. Organizations must find customer service operating models that scale, whilst maintaining customer satisfaction. In an evolving landscape where the leaders are those making significant strides in agentic AI adoption, one question remains: can an agentic AI voice agent truly be empathetic?
In this episode, host Daphne Luchtenberg is joined by Eric Buesing, Partner at McKinsey & Company and Gadi Shamia, CEO and Co-founder of Replicant. Together, they discuss the evolving landscape of customer care and explore how agentic AI is transforming contact centres.
McKinsey Talks Operations has much more content to offer on the Operations topics that connect strategy with lasting success. Visit www.McKinseyTalksOperations.com to explore events and insights from McKinsey’s Operations Practice, and join the McKinsey Talks Operations community. You can also connect with us on LinkedIn at www.linkedin.com/showcase/mckinsey-operations.

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Organizations today are under constant pressure to do more with less—improving efficiency, reducing costs, and enhancing experiences. Process intelligence is emerging as a game changer, revealing how work truly happens inside organizations and uncovering new opportunities for impact.
In this episode of McKinsey Talks Operations, host Daphne Luchtenberg is joined by Mike Kaufmann, healthcare leader, board member, and former CEO of a Fortune 15 company, and Steven Eklund, McKinsey partner specializing in service operations. Together, they explore how process intelligence is transforming healthcare and service industries—illuminating inefficiencies, accelerating decision making, and driving measurable results.
From diagnosing operational bottlenecks to enabling smarter automation, the discussion dives into how leaders can harness data-driven insights to redesign workflows, improve outcomes, and build more resilient organizations.
Tune in to discover how process intelligence can help leaders see their operations in a whole new light—and take performance to the next level.
McKinsey Talks Operations has much more content to offer on the Operations topics that connect strategy with lasting success. Visit www.McKinseyTalksOperations.com to explore events and insights from McKinsey’s Operations Practice, and join the McKinsey Talks Operations community. You can also connect with us on LinkedIn at www.linkedin.com/showcase/mckinsey-operations
See www.mckinsey.com/privacy-policy for privacy information