Customer Transformation

Put the customer at the core of your business. Then see what happens.

Reimagine your commercial and customer experience strategy for excellence and top-line growth

We take an AI-first, and human-centred approach to craft tailored commercial, Sales & marketing and Customer experience strategies to uncover actionable insights & drive business excellence. Leveraging our design thinking methodology, we work closely with our clients to bring these strategies to life.

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Customer Centric Transformation

Hot topics

Generative AI – Generative AI could inject trillions of dollars into the global economy by 2025. It could transform how organizations are identifying, understanding, and engaging with their customers.

Generative AI has potential to:

  • Enhance customer experience and loyalty by indicating the right service to the right customer at the right time
  • Improve knowledge of the customer by identifying micro-level customer segments and create a single client view
  • Increase sales and marketing cost efficiency and effectiveness by automating customer service support, content generation, and sales network optimization

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Next Best Action for improved customer centricity & revenue growth - An AI powered capability to create personalised customer experiences and meaningful engagement through sequencing of relevant content through appropriate, preferred channels. This enables companies to become customer-centric and drive efficient marketing automation effectively resulting in 20-30% improved revenues potentially, Better cross sell & upsell, reduced cost of acquisition of customer and improved digital marketing performance.

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Omni-channel strategy & enablement – We enable brands to establish a comprehensive strategy for seamless customer engagement across channels, both online & offline and improve customer engagement & revenues.

This approach involves identifying early business opportunities, selecting suitable technology providers, developing a robust data strategy, and overseeing the solution's design and implementation.

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Services

Build a better relationship with your customers

Transform into a customer-driven organisation and create closeness. With the help of our three core offerings you can make change real and lift your products and services to a new level.

Commercial and product strategy

Deep-dive into the world of product portfolios and benefit from our comprehensive commercial and product lifecycle management services. We specialise in tailoring pricing, promotion, and channel selection strategies to achieve optimal market reach and uptake. We ensure that all strategies are executed with precision for maximum value realisation – complemented by our expertise in demand forecasting analysis.

For those in the pharmaceutical sector, we offer robust capabilities to meet your unique needs. From navigating the intricacies of health technology assessment to creating integrated digital health solutions, we've got you covered. Our expertise spans health policy, health economics and outcomes research (HEOR), patient advocacy, Market Access, and ecosystem engagement to ensure your product launch and execution is nothing short of excellent.

Key focus areas:
All industries:
  • Product portfolio and lifecycle management
  • Pricing and promotion strategy
  • Channel strategy
  • Demand forecast analytics
  • Execution and value realisation
Pharma-specific capabilities:
  • Market access
  • Health technology assessment
  • Digital health integrated solutions
  • Health policy and HEOR 
  • Patient advocacy and ecosystems engagement
  • Strategy and execution excellence

Contact our expert

Mylène Jeandupeux

Director, Customer Transformation, PwC Switzerland

+41 58 792 1571

Email

Sales & marketing strategy and transformation

Customers are expecting seamless experience across digital and human channels, personalized communication and prefer brands aligned to their values. Disruption of traditional business models and economic turmoils are putting pressure on the front office to transform the operating model to lead the change and achieve a quick return on the investment.

Our expertise helps clients to design their omni-channel marketing strategy, define the most effective routes-to-market, achieve sales execution excellence and enable customer success. We partner with our clients in:

  • defining the right strategy,
  • executing the transformation with agility leveraging the best-of-breed front-office technology market solutions and
  • achieving the expected benefits through managed services.

Our advisory relies on a blend of strategic approach and proven delivery, change management and business process management methodologies.

Key focus areas:
  • Business model innovation
  • Digital marketing and social media strategies
  • Brand management and content management
  • Marketing ROI optimization
  • Digital and omni-channel marketing
  • Pricing and margin optimization
  • Sales channels optimization
  • Lead to Order process and operating model
  • Sales performance management
  • Customer success management
  • Technology enablement (CRM, Pricing, CPQ, Order Management, Contract Lifecycle Management) leading ecosystem partners implementation

Contact our expert

Paolo Gatti

Director, Customer Transformation, PwC Switzerland

+41 79 369 16 14

Email

Customer experience insights and transformation

Customer centricity is at the heart of today’s business. Our services encompass end-to-end customer engagement transformation, ensuring that every touchpoint reflects your brand's core values. We provide a structured framework for your CX strategy, backed by a customer-centric operating model.

Our framework allows you to build a 360-degree customer view offering you unparalleled insight into your customer base. We enable you to venture into the next generation of customer insights, leveraging the power of AI to provide the sales team with recommendations on the Next Best Action, offer, and channel to engage with your customers and prospects. Our loyalty management expertise ensures that your customers stay engaged and happy. This will fuel top-line growth, accelerate the return on marketing investments (ROMI), improve customer satisfaction (CSAT) scores, and drive cross-selling and upselling.

The framework is based on the robust data foundation such as Data Lake and Data Warehouse with appropriate data governance and management principles in place. To support these core functions, we emphasise strong operating models, self-service business intelligence (BI), proactive change management, and adaptable strategies to ensure a smooth transformation journey, complemented by our managed services.

Key focus areas:
  • End-to-end customer experience transformation
  • Customer 360-degree view
  • AI-driven Next Best Action
  • Loyalty management & churn analytics
  • Customer data platforms (CDP, data lake, data warehouse, analytics & reporting)
Supporting elements:
  • Target operating models
  • Governance structures
  • Change management and adoption strategies
  • Managed services

Contact our expert

Maciej Przybysz

Director, Customer Transformation, PwC Switzerland

+41 58 792 44 00

Email

"Solving important business challenges requires two key factors: the right mindset and state-of-the-art technology solutions. PwC is the partner you can trust to successfully master your digital transformation and to launch a new era for your company."

Alexander Schultz-WirthPartner, Leader Customer Transformation, PwC Switzerland

What our clients say

Financial services

A multinational reinsurance company wants to develop and implement a clean and systematic market cultivation approach that enables a targeted and individual end-to-end customer experience across all touchpoints. One of the key challenges was the complexity and diversity of the client’s global organisation.

Read how we developed a marketing playbook with tangible and ready to use measures to create an immediate impact in the market.

Read the case study
 

"Marketing transformation is more than taking marketing activities to a new level and providing tailor-made customer journeys. It’s about putting people centre-stage. Only a change in mindset delivers sustainable results."

Mattias Eklund,Senior Manager, CMO Advisory, PwC Switzerland

Contact our experts

Alexander Schultz-Wirth

Partner, Leader Customer Transformation, PwC Switzerland

+41 58 792 47 97

Email

Oliver Ripplinger

Partner, Customer Transformation, PwC Switzerland

+41 58 792 4754

Email

Michael Plassmann

Senior Manager, Customer Transformation, PwC Switzerland

+41 58 792 29 35

Email

Pharma and Life Sciences

Our client, an internationally active pharmaceutical company, is aiming to set up the structure and new organisational processes needed to enter the European market with an innovative drug. The key challenge was to commercialise a new pharmaceutical product in a rapidly changing industry.

Read how we developed a roadmap and the necessary tools for a successful implementation phase.

Read the case study
 

"PwC helped us develop our understanding of the labeled indication market in Europe. They showed us how to optimally access this market and with which organizational setup, manpower and skillset. Their analysis provided us with a clear plan on how to achieve our growth targets."

ClientInternational pharmaceutical company

Contact our expert

Lingli He

Partner, Customer Transformation, PwC Switzerland

+41 58 792 20 90

Email

Non-profit organisations (NPO)

To meet the new demands of their stakeholders, NPOs must innovate their offerings, and they need a comprehensive IT infrastructure, efficient applications, and an agile approach to data.

Read how our solution drives the digital transformation of an NPO.

Read the case study
 

"A key component of a successful NPO solution is to involve employees in the optimisation process and to show them the benefits that will accrue to them and their organisation."

Oliver RipplingerPartner, Customer Transformation, PwC Switzerland

Contact our experts

Alexander Schultz-Wirth

Partner, Leader Customer Transformation, PwC Switzerland

+41 58 792 47 97

Email

Oliver Ripplinger

Partner, Customer Transformation, PwC Switzerland

+41 58 792 4754

Email

Michael Plassmann

Senior Manager, Customer Transformation, PwC Switzerland

+41 58 792 29 35

Email

Industrial manufacturing and automotive

Digitial automobile marketing - Case study

Our customer, a producer of premium passenger cars, wants to digitise its marketing with the help of salesforce. One of the challenges was to fit agile teams and processes into the engineering-driven corporate culture of the automotive manufacturer.

Read about our agile and closed DevOps approach.

Read the case study

    

Seamless customer experience - Case study

Mergers and acquisitions present companies with the opportunity to rethink the current setup of customer-facing teams. Often, a cultural and operating shift is necessary to increase customer centricity.

In this case study we show you how we helped our client improve employee productivity, streamline customer experience, and increase revenue growth. 

Read case study

"Integrating the field service team and creating a single ecosystem that was shared with sales and marketing was an important step to pave the way for an individual end-to-end customer experience across all touchpoints."

Siveen Laryan, Director, EMEA Salesforce Alliance Leader, PwC Switzerland
Trends in sales and technology-led transformations

Dr. Michael Betz and Carl Haynie, PwC Switzerland, talk about why B2B businesses need to move to e-commerce if they don’t want to lose out.

Sales Talk: Sales operating model

Oliver Ripplinger talks to Dr. Michael Betz about the challenges of sales operating models. He explains why a holistic view is key and how more structure and a greater involvement of the marketing function will lead to more sales.

Transformation Talk: Target Operating Model

Roland Altenburger, CEO Switzerland, Luzi AG, explains in conversation with Florian Greiner why his company’s transition to a customer-oriented target operating model led to a significant increase in productivity, employee satisfaction, and creativity.

Contact our experts

Dr. Michael Betz

Senior Manager, Customer Transformation, PwC Switzerland

+41 58 792 27 20

Email

Consumer Markets

In today’s business reality, customers are in control. What does this mean for your business strategy? You need to provide your customers a seamless and fully digital experience. And why should you choose us as your trusted transformation partner? Because we have been through the same experience ourselves. 

Read how we turned our marketing into a business driver by leveraging new tools and technologies, engaging and training our people, and adapting our strategy and processes.

Read the case study

"We drive commercial impact aligned to the firm’s purpose by creating outstanding individual experiences that bring our people and our clients together."

Paolo Gatti,Director, Customer Transformation, PwC Switzerland

Contact our expert

Paolo Gatti

Director, Customer Transformation, PwC Switzerland

+41 79 369 16 14

Email

Maciej Przybysz

Director, Customer Transformation, PwC Switzerland

+41 58 792 44 00

Email

Healthcare

We advise the Swiss healthcare industry by providing data-based solutions designed to improve service quality and boost margins. We support you in all aspects of your own transformation. 

While their ultimate goal is to identify illnesses more quickly and optimise treatment methods, hospitals and other healthcare facilities also have to navigate a complex world of fees and successfully overcome financial challenges. We help you cut costs and implement more efficient processes and procedures.

At PwC, we help our clients analyse patient data in real time. This results in new insights, greater efficiency and more satisfied patients.

Philip Sommer, Partner and Head of Healthcare Advisory, PwC Switzerland

Contact our experts

Alexander Schultz-Wirth

Partner, Leader Customer Transformation, PwC Switzerland

+41 58 792 47 97

Email

Philip Sommer

Partner and Head of Healthcare Advisory, PwC Switzerland

+41 58 792 75 28

Email

Launch your Customer Transformation with us.

PwC supports you in your entire transformation journey – from strategy and execution to platform implementation and integration. Make transformation real.

https://pages.pwc.ch/core-contact-page?form_id=7014L0000002SvOQAU&embed=true&lang=en

Our alliance partners in transformation

Our alliance ecosystem offers a new equation for better results

Your business transformation needs are the reason why we have developed strong alliances with some of today’s leading technology companies, like SAP, Salesforce and Microsoft. 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.

Learn more about our alliances

Alliances Customer Centric Transformation

This might also interest you

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.

Contact us

Bodo Baumeister

Bodo Baumeister

Partner Advisory | Basel, PwC Switzerland

Tel: +41 58 792 1505

Lingli He

Lingli He

Partner, Customer Transformation, PwC Switzerland

Tel: +41 58 792 20 90

Alexander Schultz-Wirth

Alexander Schultz-Wirth

Partner, Leader Customer Transformation, PwC Switzerland

Tel: +41 58 792 47 97

Oliver Ripplinger

Oliver Ripplinger

Partner, Customer Transformation, PwC Switzerland

Tel: +41 58 792 4754