Speedy transformation and innovation that is brought by customer service consulting remains in high demand

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29 January, 2018

PwC is rated as a Vanguard Leader in ALM’s report on Customer Service Consulting 

The post-millennial generation is primed to overshadow the other buying generations in the market today, and companies seek to understand their needs and meet their expectations. In order to do so, these companies need real-time data on the buying trends of this generation and what they expect from their interactions with those companies, whether that is through call centers, websites, applications, or other digital mediums. The post-millennial generation, like the one before it, expects even faster results and near instant gratification in its buying experience. As companies strive to meet these goals to earn the trust and loyalty of this new customer base, speedy transformation and innovation that is brought by customer service consulting will remain in high demand and push these consultancies to think outside the box for best-in-class customer service to meet the needs of today’s consumers.

Customer Services Consulting

The author of the report, Matthew Merker, comments on PwC’s strengths, stating that “PwC provides strong strategy advisory to customer service clients, examining all aspects of the customer journey and developing objectives that strike a balance between cost-to-serve and customer satisfaction. The firm’s Business, Experience and Technology approach to this market provides industry specific expertise, workforce optimization, and digital enablement, creating a comprehensive transformative offering with meaningful stakeholder buy-in through methodologies and assets such as the Global Customer Experience Center.”  

PwC is named ‘best in class’ for ‘Internal Client Insight.’  Matthew states that “PwC’s objective of finding the right balance between cost-to-serve and customer satisfaction is derived from strong internal insights into client goals, achieved through the engagement of stakeholders at all levels within a client organisation.” 

He goes on to say that “With a focus on holistic customer experience strategies to provide optimal service, PwC provides an in-depth suite of advisory capabilities to transform clients’ capabilities in this area. Recognizing the need for clients to view customer experience through the lens of the customer journey lifecycle, PwC examines that journey through five key aspects: (1) access capabilities in the form of customer preferred contact channels, (2) availability of services to customers at any given time, (3) product or service utility optimization, (4) proactive service measures, and (5) speedy customer journey resolutions that ensure repeat business. PwC assists clients in striking the right balance between cost-to-serve and customer satisfaction to provide optimal ROI, utilizing digital enablement as a primary means to create that balance.”

Cornel Nolte, PwC’s Global Customer Leader said:  “We are really proud to be named a leader and to receive this recognition from ALM Intelligence.  We help our clients' transform their service capabilities, enhance customer engagement, and grow revenue by focusing on customer experience strategies through the lens of the customer journey lifecycle.”


  1. For more information about how PwC can help you, visit https://www.pwc.com/gx/en/services/advisory/consulting/customer.html
  2. To find out more about how PwC has been evaluated by leading business, technology and industry analysts visit http://pwc.com/analystviews
  3. At PwC, our purpose is to build trust in society and solve important problems. We’re a network of firms in 158 countries with more than 236,000 people who are committed to delivering quality in assurance, advisory and tax services. Find out more and tell us what matters to you by visiting us at http://www.pwc.com

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Rob Donnelly

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