Customer impact

Growth comes with knowing your customer. To get to know them, you'll need to think about differentiating, brand-defining customer experiences, getting higher levels of satisfaction and loyalty, lowering customer turnover and acquisition costs, expanding your market share and achieving sustainable revenue growth.

It’s understanding what customers want, need and value most that will bring you competitive advantage.  Our Customer Impact team can help you:

  • Build an organisation that's centred on your customers.
  • Get fresh insights from your customer data.
  • Increase revenues and profits through digital experiences.
  • Create pricing solutions that will help to grow your business.
  • Design and deliver differentiating customer experiences.
  • Find new ways to achieve sustainable growth, and the means to deliver it.
  • Build a sales force that will help deliver your business strategy.

We'll work with you to design and deliver differentiating customer experiences that put customers at the very centre of your organisation.

Our latest thinking

Banking survey: Driving customer value through digital

View insights from approximately 3,000 banking customers in nine different markets to understand customers' needs, attitudes and behaviours to digital media.

The consumerization of IT- The next-generation CIO

The “consumerization of IT”—defined as the use of technologies that can easily be provisioned by non-technologists—is a hot topic among CIOs these days. Today’s consumerization of IT trend is the culmination of a fundamental shift in the relationship between employers and employees—especially professionals—that began four decades ago. This shift has only now worked its way into the world of enterprise technology.

Uncovering B2B social media

Social media is changing the way businesses need to engage with customers. B2B social media may still be in its infancy, but there are some clear market drivers that are forcing change to...

Redefining the customer experience: Mobile telematics and the future of the insurance industry

Recent technological advancements, widespread adoption of smartphones, and the ever-evolving nature of vehicle communications systems represent a unique confluence of trends that present a significant opportunity for insurers. By incorporating mobile telematics into the core business strategy, insurers can fundamentally alter and improve the value proposition for consumers in an unprecedented way.