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Victoria Bough

PartnerDenver

Guides clients across the globe in launching and leading customer experience transformations

Victoria is a leading expert in customer experience. She created McKinsey’s portfolio of customer experience technology assets that accelerate the impact of our customer experience transformation programs. She is the inventor of cutting-edge AI capabilities that predict which combinations of customer experiences drive behavior changes like repeat purchases or contract renewals.

Victoria also helps clients design and implement customer-centric growth programs that improve wallet share and retention rates. She leads agile cross-functional design teams that reimagine customer experiences and implement AI-enabled systems that provide automated, personalized customer interactions.

Her client engagements include:

  • developing a two-phase program for a large logistics provider to improve both shipper and recipient experience and drive millions in incremental spend per shipper while simultaneously decreasing customer service costs
  • designing and implementing new preflight, in-airport, inflight, and post-trip experiences for a large airline that drove a 50-point increase in NPS and 32 percent revenue growth over four years
  • developing and implementing an AI-enabled “smart label” and other farmer-centric prototypes to help a leading crop science company drive over €1 billion in revenue growth through their distribution channels in 35 countries
  • building a new customer feedback management system for a leading athletic apparel manufacturer to improve customer experiences with third-party retailers that drive 56 percent of revenue
  • implementing a new executive governance model, performance reporting system, and customer feedback management capabilities to drive a 30-point NPS improvement for a top Australian retail and commercial bank
  • designing a global customer experience program across six lighthouse countries for a leading European chemicals company and building a million-dollar business case based on improvements in cross-selling and retention

Before joining McKinsey, Victoria launched and led the global consulting business for Forrester Research, where she built new practices to deliver asset-enabled consulting services. Her previous role was leading Forrester’s global customer experience practice. She started her career as a management consultant at Kearney, where she led cross-functional teams in implementing business growth strategies. Victoria holds graduate degrees from Harvard Business School and Georgetown University and an undergraduate degree from Tufts University.

Published work

Experience-led growth: A new way to create value,” McKinsey & Company, March 2023

The three building blocks of successful customer-experience transformations,” McKinsey & Company, October 2020

Education

Harvard Business School
MBA

Georgetown University
MS, foreign service

Tufts University
BA