Driving measurable business performance through Customer Experience, Digital & Data
60MN is a consulting firm specializing in customer experience consulting and digital transformation consulting, focused on delivering measurable business performance.
Executive advisory across customer experience, digital, data and customer operations — from strategy to large-scale execution
Executive experience, not theoretical consulting
We bring hands-on experience from leading large-scale transformations in complex organizations.
Our approach is grounded in operational execution and measurable outcomes — not theoretical frameworks.
From customer experience to business impact
Customer experience is not a goal. It is a lever.
We focus on turning customer journeys into measurable outcomes: revenue, retention and operational efficiency.
Aligning performance metrics with real customer experience
Organizations often rely on performance indicators that only partially reflect customer reality.
We help align operational metrics with actual customer experience to drive sustainable business performance.
Expertise across the customer, digital and data value chain
Customer Experience & Journeys
We design and optimize end-to-end customer journeys across digital and physical channels, in complex and high-volume environments.
Our approach focuses on reducing friction, improving conversion and strengthening customer loyalty at scale.
We have led large CX transformations involving omnichannel strategies, service redesign and operational industrialization.
This includes aligning front-end experiences with back-end processes to ensure consistency and efficiency.
The objective is always to translate customer experience into measurable business impact.
Digital & Product Performance
We improve the performance of digital platforms, ecosystems and customer-facing products by focusing on conversion, usage and scalability.
Our experience includes managing large digital revenue streams and optimizing end-to-end digital journeys.
We work at the intersection of business, product and technology to ensure alignment between strategy and execution.
This covers marketplaces, selfcare platforms and digital service ecosystems.
The goal is to unlock growth while ensuring robustness and operational efficiency.
Data & Analytics
We leverage data to drive operational performance and support decision-making at all levels of the organization.
Our approach goes beyond reporting to ensure data is translated into actionable insights and business levers.
We have built and structured data capabilities to improve performance, monitoring and forecasting.
This includes deploying tools, defining KPIs and embedding data into daily operations.
The objective is to create a data-driven culture that directly supports growth and efficiency.
CRM & Customer Operations
We design and optimize customer operations across acquisition, retention and service, in both B2C and B2B environments.
Our experience includes managing large-scale customer service organizations and transforming operating models.
We have implemented CRM platforms, optimized contact strategies and developed selfcare solutions to improve efficiency.
This includes outsourcing strategies, workforce management and performance optimization.
The goal is to improve customer satisfaction while significantly reducing operational costs.
KEY CHALLENGES WE ADDRESS
We intervene where business performance, customer experience and operations intersect.
Revenue & growth performance
Underperforming digital channels, conversion gaps and missed revenue opportunities across the customer lifecycle.
Customer experience & journey gaps
Fragmented and inconsistent experiences across channels leading to friction, dissatisfaction and loss of loyalty.
Data & decision-making limitations
Large volumes of data available but not effectively translated into actionable insights and operational decisions.
Operational inefficiencies & execution gaps
Complex processes, high service costs and lack of alignment between strategy and execution limiting overall performance.
WHAT WE DELIVER
Our approach combines strategic clarity with hands-on execution to deliver measurable results.
Revenue & performance acceleration
Identify and unlock growth opportunities across digital channels, customer journeys and commercial levers.
Customer & digital optimization
Improve end-to-end journeys, platforms and interactions to enhance conversion, satisfaction and engagement.
Data-driven performance management
Structure KPIs, dashboards and decision frameworks to turn data into actionable business performance.
Operational transformation & execution
Align teams, processes and tools to deliver measurable impact at scale, from strategy to real-world implementation.
Experience built through large-scale, high-impact transformations
Customer Experience, Digital, Data & Operations
- Leadership of complex, multi-site organizations
- Management of significant digital and customer operations
- Delivery of measurable business performance improvements
- Execution of transformation programs in demanding environments