Publications

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
Read more
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
Read more

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
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
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
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
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
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 the remaking of utilities

10Minutes on the remaking of utilities
An emerging customer-focused model dictates that customers view their utilities as service providers rather than solely distributors of electricity, gas, or water. Utility companies will want to consider several factors when reshaping themselves around the customer.

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.

Lessons learned from the Airline industry
PwC’s Experience Radar can help point the way to value–and profits–by uniquely identifying ways to better serve the ever-changing demands of air passengers. The report highlights key enhancers derived from various consumer behaviors such as balancing technology, listening to feedback, improving comfort, elevating connectivity and bundling fees, based on input from more than 2,000 business and leisure flyers globally. Airlines that can get to the core of who their customers are and what they value will be the winners. Business leaders across industries can take a page from the Airline industry playbook.

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.

Seizing the Mobility Moment

Experience Radar 2013: Lessons from the US grocery industry
With today’s shopper armed with mobile apps and virtual offers, depends on just the right blend of self-service and helpful staff, and is increasingly immersed in an interactive environment, understanding grocery shopper values sets the gold standard for customer experience across all industries.

Seizing the mobility moment: Part 3 - Mobile collaboration in the enterprise
Third in a series of papers on the opportunities and challenges posed by the rise of mobility, this paper focuses on how organizations are beginning to create social ecosystems that rely on ad-hoc collaboration and on-demand employees to drive innovation and generate compelling customer experiences spanning the globe. But the compressed space between work and play presents significant challenges and enterprises are struggling to adapt.

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.

Experience radar 2013: US retail banking

Experience radar 2013: US retail banking
Despite many threats to profitability, retail banks have rich opportunities for growth. Customers will pay for banking experiences they value. The challenge lies in delighting customers through experiences they value rather than exhausting resources on offerings they ignore.

Seizing the Mobility Moment

Seizing the mobility moment: Part 2 - The employee
The mobile device is changing the customer experience and forcing organizations to rethink how they engage with their customers and employees.

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.

10Minutes on Customer Impact

10Minutes on Customer Impact
Designing and delivering truly exceptional customer experiences has become the key to achieving sustainable, profitable organic growth. In fact, new socio-economic and demographic conditions have fused themselves with technological innovation to redefine the very nature of customer value and how businesses should go about delivering it.

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.


Seizing the Mobility Moment
This paper is a first in a series exploring the opportunities and challenges posed by the rise of mobility and how companies can capitalize on them to create experiences that strengthen relationships.

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.

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

Experience Radar 2011: Insights for the US retail industry
This year’s study measures the experiences of about 6,000 US consumers across 11 industries.1 The Experience Radar assigns value to a broad set of customer experience attributes broken down into industry-specific elements and then ranked by what target segments value most.

The 4th Annual Digital IQ Survey:
Engaging today's customers, employees and business partners by bringing the "outside" into the very center of your organizaiton.

The consumerization of IT - The next-generation CIO
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.

Curing customer churn
This paper outlines current challenges in churn management, details leading practices for developing a knowledge of true churn causes and priorities, and covers the organizational challenges that must be overcome to eliminate the root causes of churn and thereby increase profitability.

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.

From surviving to thriving—improving revenues and profits in the new banking environment
In the aftermath of the financial crisis, the banking industry is facing fundamental challenges: tighter regulatory requirements and supervision, higher capital requirements, the "killing yields" of low interest rates, the foreclosure crisis, high US unemployment rates, weak economic activity, decreasing customer satisfaction, disruptive digital technologies strengthening competitors and industry outsiders, the growth of peer-to-peer lending, and dramatic changes in the channels and tools customers use to manage their financial lives. While bank leaders and their boards position themselves to reduce excessive leverage and establish prudent risk management processes, they also see the profound impact of regulatory and economic changes on capital and liquidity management as well as on revenues and margins.

Retail & Consumer Digital mobility drives you – You drive digital mobility
Digital mobility is perhaps the most important trend since the term Web 2.0 was first coined. Mobility enables consumers and the workforce to interact with, and contribute to, sources of information, knowledge, content creation and entertainment—anywhere, anytime The digital channel has already touched all industries and is dramatically enhancing the ways that companies conduct business and consumers buy goods and entertain themselves. New experiential technologies and applications continue to burst onto the scene, driving new growth opportunities with lots to look forward to in 2011 and beyond. The following white paper, written by Dr. David Jacobson, Director - Emerging Technologies in PwC's Technology Consulting practice, discusses some of the leading trends in digital mobility and their importance to the future of your company or organization.

2011 GMA/PwC Financial Performance Report: Thriving in a connected world
The digital transformation underway is empowering consumers and enabling consumer packaged goods (CPG) companies and retailers to manage the enterprise more effectively and efficiently in order to drive growth, according to the attached Grocery Manufacturers Association (GMA) and PwC 2011 Financial Performance Report. This year's report, titled Thriving in a connected world, takes an in-depth look into today's digital environment and the ramifications for corporate management and productivity; and also provides a robust financial analysis of the CPG industry.

The New Consumer Behavior Paradigm: Permanent or Fleeting
This report developed in conjunction with Retail Forward, explores whether data confirms or denies that there has been a seismic shift in consumer behavior as envisioned by everyone at the height of the economic turmoil last fall - or if the old purchase behavior of consumers has returned, now that confidence in the economy is improving.

The impact of the 'Deal of the Day' offers on Retail & Consumer products companies