Work more profitably by building better relationships with your customers
Premium customers are willing to pay for a better customer experience.
CEO's say AI will significantly change the way they do business within the next 5 years.
of front office transformations fail to achieve ROI, mostly owing to a lack of focus on people
The figures send a clear message: if you want to become more profitable, concentrate on building relationships with the customers who are willing to pay for a better experience. And if you want to create a better customer experience, focus on the people who’ll be providing it: your employees.
There’s plenty of great digital technology around to enable you to transform your customers’ experience – and PwC will help you adopt it. But in our work with clients we’ve found that if you want to achieve successful front office transformation, implementing technology (T) isn’t enough. You also have to apply your business change (B) and people experience (X) savvy to make sure the tech’s deployed in the right places and your staff are motivated to use it. That’s when real transformation happens: when technology, business and people harmonise to create a better experience for everybody.
Companies are undertaking major projects to transform their front office business processes (FOT). We surveyed more than 700 senior leaders, across a range of industries and countries, to hear about their direct experience with transforming the way they interact with their customers. What makes it a success?
That’s why we at PwC have built a special Customer Centric Transformation capability. We look at your needs and bundle our global expertise and resources to create a solution that precisely addresses the technology, business and people experience (BXT) aspects of the transformation you’re trying to achieve.
Understand and segment your market, hone your processes, and get all the channels working together.
Boost your digital sales and execution capabilities, and implement winning CRM solutions.
«Today you give your customers what they want. Tomorrow you’ll be giving them what they need.»
Managing Partner Digital Intelligence and Customer Centric Transformation, PwC Switzerland
Tel: +41 58 792 42 15