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Customer Transformation

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

Real transformation starts with you

Do you want to make real transformation happen, to grow your business and to create a better experience for everybody? To achieve this goal you need the perfect mix of technology, business change, and people engagement. With our full suite of strategy-led, data-driven, and technology-supported solutions – from marketing and sales to pricing, distribution, and services – we help you fine-tune your customer relationships and enable you to master all dimensions of your customer transformation.

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Customer Centric Transformation

Services

Build a better relationship with your customers

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

 

Take marketing, pricing, sales, and service to a new level – based on your customers’ needs.

Transform your marketing and build more lasting and rewarding customer relationships.

Scale-up your digital commerce with the help of complete customer centricity and seamless sales processes.

How do you get the best possible price in the market? Smart pricing creates business opportunities.

Stand out from your competitors through excellent service with innovative strategies and modern technologies.

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"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."

Jan-Hendrik Völker-Albert Chief Marketing Officer PwC Switzerland & Digital Marketing Lead PwC Europe

Your experts:

Alexander Schultz-Wirth

Alexander is a Partner and leads the Customer Transformation team in Switzerland. He managed several system implementation projects in the areas of CRM, marketing, operational risk, and securities order management. 

Email | LinkedIn

Oliver Ripplinger

Oliver has more than 12 years of experience in managing critically important digital transformation programmes. He puts a strong focus on client strategy and leverages his experience from global Salesforce implementations for the benefit of clients. 

Email | LinkedIn

Michael Plassmann

Michael has extensive experience in implementing customer transformation projects, including redesigning the B2C and B2B customer experience, integrating customer and omni-channel solutions, and taking target operating models to the next level. 

Email | LinkedIn

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."

Client International pharmaceutical company

Your expert:

Tareck Raafat

Tareck Raafat, PhD, is Partner Life Sciences Consulting and Customer Transformation at PwC Switzerland. With a PhD in physics, he has been dedicated to the development and implementation of disruptive and innovative technologies for more than twenty years. 

Email | LinkedIn

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 Ripplinger Partner, Customer Transformation, PwC Switzerland

Your experts:

Alexander Schultz-Wirth

Alexander is a Partner and leads the Customer Transformation team in Switzerland. He managed several system implementation projects in the areas of CRM, marketing, operational risk, and securities order management. 

Email | LinkedIn

Oliver Ripplinger

Oliver has more than 12 years of experience in managing critically important digital transformation programmes. He puts a strong focus on client strategy and leverages his experience from global Salesforce implementations for the benefit of clients. 

Email | LinkedIn

Michael Plassmann

Michael has extensive experience in implementing customer transformation projects, including redesigning the B2C and B2B customer experience, integrating customer and omni-channel solutions, and taking target operating models to the next level. 

Email | LinkedIn

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

Your experts:

Carl Haynie

Carl leads PwC's customer transformation practice in EMEA and helps companies to grow. He has in-depth knowledge and experience in front office transformations,  sales effectiveness, process design, business case development and agile programme management. 

Email | LinkedIn

Dr. Michael Betz

Michael has more than 15 years of experience in management consulting with a focus on the industrial manufacturing, automotive, retail, and consumer industries. His fields of expertise include customer centricity, value-based selling, customer journey management, as well as behavioural branding. 

Email | LinkedIn

"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."

Carl Haynie, Director, Customer Transformation, 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.

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."

Jan-Hendrik Völker-Albert Chief Marketing Officer PwC Switzerland & Digital Marketing Lead PwC Europe

Your expert:

Dr. Michael Betz

Michael has more than 15 years of experience in management consulting with a focus on the industrial manufacturing, automotive, retail, and consumer industries. His fields of expertise include customer centricity, value-based selling, customer journey management, as well as behavioural branding. 

Email | LinkedIn

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

Your experts:

Alexander Schultz-Wirth

Alexander is a Partner and leads the Customer Transformation team in Switzerland. He has 20 years of experience in technology change management and has led several system implementation projects in the areas of CRM, marketing and operational risk.  

Email | LinkedIn

Philip Sommer

Philip Sommer

Philip supports Swiss hospitals with strategic and organisational projects as well as major transformation projects. Besides numerous hospitals, his customers also include other healthcare service providers, health departments and health insurance companies.

Email | LinkedIn

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

Alexander Schultz-Wirth

Alexander Schultz-Wirth

Partner, Leader Customer Transformation and FS Technology Consulting, PwC Switzerland

Tel: +41 58 792 47 97

Tareck Raafat

Tareck Raafat

Partner Life Sciences Consulting and Customer Transformation, PwC Switzerland

Tel: +41 58 792 55 63

Oliver Ripplinger

Oliver Ripplinger

Partner, Customer Transformation, PwC Switzerland

Tel: +41 58 792 4754

Carl Haynie

Carl Haynie

Director, Customer Transformation, PwC Switzerland

Tel: +41 79 597 23 32

Dr. Michael  Betz

Dr. Michael Betz

Senior Manager, Customer Transformation, PwC Switzerland

Tel: +41 58 792 27 20

Michael Plassmann

Michael Plassmann

Senior Manager, Customer Transformation, PwC Switzerland

Tel: +41 58 792 29 35

Jan-Hendrik Völker-Albert

Jan-Hendrik Völker-Albert

Chief Marketing Officer PwC Switzerland & Digital Marketing Lead PwC Europe, PwC Switzerland

Tel: +41 58 792 1885