Improve your customer relationships – grow your business.
It’s all about putting the customer at the core of your business. Show your customers how important they are by providing them unique, tailor-made and seamless experiences along all touch points on their customer journey. Whatever your transformation journey looks like and whatever stage you’re at, we are here to help.
Customer Centric Transformation involves new strategies, processes and technology – from marketing and sales to pricing, distribution and services. With our full suite of strategy-led, data-driven and technology-supported solutions, you can lift your customer engagement activities to a new level. Our experience shows, however, that technology is not enough: the magic of your customer-centric approach only unfolds if you get the mix of business change and people engagement right so that the technology will be embraced by your people to make a difference. Real transformation happens when technology, business and people unite to create a better experience for everybody.
Our March 2021 Global Consumer Insights Pulse Survey finds that many consumer behaviour trends have accelerated during the pandemic, and four essential fault lines have emerged that split global consumers into distinct cohorts.
How do winning companies rise above the rest in the ‘next normal’? PwC’s EMEA Customer Transformation team explores how thriving organisations have made the right investments, broken down silos and integrated capabilities to deliver services their customers want.
The COVID-19 pandemic has created significant changes in the way we work, live and shop. Now, many months after consumers have settled into these and other behaviours, we're seeing the future of consumer markets more clearly.
In collaboration with you, we develop value-generating customer strategies based on your customers’ needs. We underpin your strategies with analytics, and design buyer journeys that align with your customers’ core brands and values. This leads to a clear win-win situation: not only do your customers’ businesses grow, but yours becomes more profitable as well.
What you get:
You know what your customers want. But do you also know what they need? Intelligent data-driven marketing is much more than technology – it combines audiences, data, budget, and creativity into an orchestrated customer experience and a closed loop campaign. We help you to learn more about your customers and better understand their journeys along the entire sales funnel.
What you get:
A partner ecosystem is a powerful tool to increase conversion rates, revenues and profitability. We help you connect with partners in a completely new way during the entire partner lifecycle, be it onboarding and training, communication and support or selling. Scale-up your digital commerce – we accompany you throughout your transformation.
What you get:
How do you get the best possible price in the market? Smart pricing creates business opportunities. But to maximise these opportunities, you need to strengthen your own pricing power. Our pricing capability framework and smart-pricing analytics are outstanding tools to ensure that you get the most out of your business.
What you get:
Your customer service does not need to be a money pit. With our support, you can transform your customer service and engagement activities into a revenue-generating business and ensure that your contact centres create value. Develop a unique customer experience and remember happy customers are loyal customers.
What you get:
Do you have a clear data and analytics strategy? Are your inhouse capabilities limited when it comes to know your customers’ preferences? Do you want to leverage your data for a more personalised offerings? With over 90 digital intelligence experts we are happy to support you beyond the classics and to wow your customers.
What you get:
You already own the data. Now use it. We provide you with an overview of all the data needed for your business use cases. We assist you in getting access to high-quality data along the entire customer journey and in meeting all regulatory requirements. As your partner, we walk you through your evolution into a data-driven company.
What you get:
Rapidly changing markets and customer needs are putting brand identity under scrutiny. With you, we outline a customer-centric brand approach for your company and build a digital brand management plan. Add an agile communication strategy and a 360-degree marketing approach – and you will have no issues attracting customers.
What you get:
Engage your customers. Design new experiences based on your customer insights. Standardise ideal employee behaviour across all your channels. Achieve higher engagement scores. Grow your business. Did we forget anything? Don’t worry, we are with you each step of the way. Let’s combine your experience with ours to create an outstanding customer journey.
What you get:
Company-wide implementation of a new technology that impacts all existing processes and experiences is challenging. We support you in building new company standards by giving your employees the right tools, the right processes, the right skills, and the right motivation to adopt new ways of working. That is how you take full advantage of digital technology.
What you get:
«PwC is the partner you can trust to successfully master your digital transformation and to launch a new era for your company.»
Your business transformation needs are the reason why we have developed strong alliances with some of today’s leading technology companies. By combining PwC’s know-how and experience with our partners’ technology, we can help you solve your most critical business issues. Whether your focus is on moving to the cloud, speeding up innovation, or transforming your business – PwC and our partners are here to assist you.
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For a more in-depth exploration of specific areas or key issues in your transformation, check out the blog posts, podcasts and themed publications from our experts.
Peter Kasahara
Managing Partner Digital Intelligence and Customer Centric Transformation, PwC Switzerland
Tel: +41 58 792 42 15
