Publications

Customer experience: It may be a soft concept, but getting it right takes hard-nosed strategy

Is your customer experience strategy generating enough value for your business while also creating the right value for your customers?

Customer experience: Cutting through the hype to find real value

What’s the trick to getting customer experience right? Knowing what customers truly value and delivering on that profitably.

Strategy that works: Strategy that starts with your greatest strengths and builds in execution at every step

Based on new research, the book Strategy That Works reveals five practices for closing the strategy-to-execution gap used by today’s winning companies. Packed with tools executives can use for building these five practices into their organization, it is a powerful guide to connecting where enterprises aim to go and what they can accomplish.

The next-generation sales force: Harnessing data to boost productivity

The next-generation sales force: Harnessing data to boost productivity

With a daunting set of pressures on sales margins and effectiveness at work today, most companies need to re-think their sales operations around a new model. The next-generation sales force is organized around customer data. What sets a sales force apart from its competitors is not the data on its own, however, but the ability to analyze it and re-imagine its uses.

Annual Digital IQ Survey

Annual Digital IQ Survey

Engaging today's customers, employees and business partners by bringing the "outside" into the very center of your organizaiton.

The multi-channel myth: What customers really want

The multi-channel myth: What customers really want
We explore:

  • Determining what’s most important to your most important customers
  • Balancing customer convenience and business value
  • How to integrate and ‘bring it all together’

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Structuring for success: Operating models that deliver superior customer experience

Structuring for success: Operating models that deliver superior customer experience
We explore:

  • The capabilities essential for success
  • How organizations can build/acquire those capabilities
  • Whether CX excellence requires wholesale reorganization

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Building pipeline through engagement centers

Building pipeline through engagement centers

Global trends are fundamentally shifting what we can and should expect, both as business people and consumers, from Customer Service. Collectively, consumerism, simplification, social media and the Cloud raise the bar of customer centricity. And by generating new Sales opportunities, Customer Service contributes to profitability and market share. Contact Centers are more and more becoming Engagement Centers. Find out how PwC helps companies build their pipeline through Engagement Centers, and learn how to reposition Service as the benefiting disrupter in your industry.

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Beyond CRM: Supercharge adoption and transform the sales function

Beyond CRM: Supercharge adoption and transform the sales function

How can a simple saleforce.com implementation transform the Sales function? Learn tips and tricks from the trenches. Using an integrated platform, you can support more than CRM processes, and your strategy can extend across Marketing, Service, and Technology-- not just Sales. Use gamification tools to speed up change readiness and increase adoption rates.

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Personal health management: The rise of the empowered customer

Personal health management: The rise of the empowered customer
We explore:

  • The changing expectation of today's healthcare consumer
  • The marketplace and behavioral trends underlying our research findings
  • Common healthcare consumer segments
  • Ways to better engage today's healthcare consumers

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Insight to Impact: Measuring the outcome of customer experience excellence

Insight to Impact: Measuring the outcome of customer experience excellence
We explore:

  • When customer metrics programs fall down
  • The metrics that matter
  • How to build a better measurement dashboard

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Service & Engagement: How to step up and stand out in this era of social and technical change

Service & Engagement: How to step up and stand out in this era of social and technical change
We explore:

  • A new mission for Service
  • The drivers that are changing customer expectations and how these trend
  • Present opportunities to generate profit, lower costs to serve, gain greater market share and compete differently.
  • Service-driven revenue and retention—industry case examples
  • What to consider as you move toward Service’s new mission

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Beyond lip service: Turning customer experience aspirations into reality

Beyond lip service: Turning customer experience aspirations into reality
We explore:

  • Why it’s so hard to embed experience excellence into the fabric of your business
  • What it takes to shape business around customers
  • How to align different parts of the enterprise around CX goals

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Recipe for success: Cooking up a superior customer experience

Recipe for success: Cooking up a superior customer experience
We explore:

  • What makes a great customer experience
  • The real science of getting it right
  • How to prioritize CX investments

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360-Degree Profitability: Understanding the true value of your customers

360-Degree Profitability: Understanding the true value of your customers
Measuring the profitability of individual consumers can change the way you segment, prioritize and serve those customers.

Value-based pricing: Charging what a customer is willing to pay

Value-based pricing: Charging what a customer is willing to pay
Pricing something by how a consumer values it puts the customer at the center of the pricing decision.

Outcome-based pricing: Exploring an ‘everything as a service’ model

Outcome-based pricing: Exploring an ‘everything as a service’ model
More and more brands are experimenting with pricing their products and services not as fixed units, but according to the actual business outcomes those goods and services are delivering to customers.

Embracing the "always on" customer

Embracing the "always on" customer
Mobile devices account for well over half of the traffic to web sites today. What are the business implications of “always on” customers? How do companies scale for that? How do they beat other companies to the punch as everyone struggles with breaking through to the mobile customer?

How grocers can get ahead for the future

How grocers can get ahead for the future
What customers want in tomorrow’s grocer isn’t all that different from what they want today. Based on the more than 1,000 customers we surveyed, the grocery industry’s future is centered around a simple yet targeted shopping experience that’s tailored to their needs. And while technology will play a more important role than it has historically, it will be just one component of connecting with clients. The grocery shoppers of tomorrow will want a shopping experience that’s tailored to their needs with custom coupons, convenience, and a selection of organic and ethnic foods, according to our new survey.

Connecting with consumers: Know more about their pharma experience

Connecting with consumers: Know more about their pharma experience
Pharmaceutical companies are rethinking the way they operate, thanks to a combination of tough challenges: expiring patents, cost pressures, stricter regulation, and stiff competition. As their business models shift, they will need to move away from volume and toward value. That means focusing more on consumers, who want to take increasing control of their own treatment, to become co-pilots rather than passengers. In the new value-based health economy, pharmaceutical companies must understand the characteristics of next-generation consumers. This report recommends ways to reach those consumers and practical next steps for improving their experiences—giving them a reason to choose one brand over others.

Learning from the mortgage lending industry

Learning from the mortgage lending industry
PwC's Experience Radar can help point the way to value--and profits--by identifying ways to enhance the mortgage experience for both borrowers and financers. Mortgage lenders who come to terms with the needs of the new borrower can grow value by re-visiting the role of loan officers, seamlessly integrating digital into the broader experience, ensuring process ease, and capitalizing on the power of 'no surprises'. Leaders from outside of this industry can also take many of these learnings and apply them to the needs of their businesses.

10Minutes on building the customer-centered organization What does a customer-centered organization look like? It's a company that considers the customer in everything it does, from product and service development to the entire customer experience. It also speaks to its customers in their own language and makes it easy for them to do business with the company.

10Minutes on building the customer-centered organization
What does a customer-centered organization look like? It's a company that considers the customer in everything it does, from product and service development to the entire customer experience. It also speaks to its customers in their own language and makes it easy for them to do business with the company.

Experience Radar 2013: Lessons from the Global Retail Apparel industry

Experience Radar 2013: Lessons from the Global Retail Apparel industry 
With the continued growth of Asia’s developing economies, an unprecedented proportion of the region’s population is moving up the socio-economic ladder. Newly affluent consumers are not only spending more, they are also spending in different ways than their counterparts in more developed economies.

Customer engagement: How digital technologies help private companies gain customer insights and build brand

Customer engagement: How digital technologies help private companies gain customer insights and build brand
Less than half of private companies are “very satisfied” that they have a good understanding of what their customers’ needs will be over the next couple of years. In an effort to anticipate those needs, private companies are making entrepreneurial use of social media, mobile devices, big data, and other digital tools to reach a far greater number of customers with their brand message, gather considerably more information about them, and do it much faster than before — all at relatively little cost.

Community-Powered Problem Solving (HRB article)

Community-Powered Problem Solving (HRB article)
A health care initiative shows how brick-and-mortar businesses can co-create solutions with their partners and change the rules of the game.

Creating post-transaction customer value: How digital technologies are re-inventing value for customers after the sale

Creating post-transaction customer value: How digital technologies are re-inventing value for customers after the sale
The digitization of consumption offers a new opportunity for brands to create new types of value of their customers after the sale of a product or service.This has far reaching implications for how organizations must shape their value propositions, run their operations, and engage with their customers and partners.

Experience Radar 2012: Customer insights for the US consumer cards industry

Experience Radar 2012: Customer insights for the US consumer cards industry
By helping US consumer card issuers rank their consumer features by relative importance to card users and economic benefit to themselves, Experience Radar locates opportunities to create value---pointing the way toward top-line growth and bottom-line results.

Experience Radar 2012: Customer insights for the US healthcare payer industry

Experience Radar 2012: Customer insights for the US healthcare payer industry
By helping US healthcare payers rank their consumer features by relative importance to the insured and plan members, as well as economic benefit to themselves, Experience Radar locates opportunities to create value---pointing the way toward top-line growth and bottom-line results.

High technology at the cross-roads: Transforming quote-to-cash operations

High technology at the cross-roads: Transforming quote-to-cash operations
Optimizing quote-to-cash (Q2C) operations is one important way technology companies can respond to market challenges. This paper explores how an organization can go about it.

Experience Radar 2012: Customer insights for the US hospitality industry
By helping US hoteliers rank their consumer features by relative importance to travelers and economic benefit to themselves, Experience Radar locates opportunities to create value---pointing the way toward top-line growth and bottom-line results.

Experience Radar 2012: Customer insights for the US healthcare provider industry
By helping US healthcare providers rank their consumer features by relative importance to patients as well as economic benefit to themselves, Experience Radar locates opportunities to create value---pointing the way toward top-line growth and bottom-line results.