Customer Service: Upskilling to optimize experience

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04 January, 2019

Named best in class for internal client insight, PwC was named a leader for Customer Service Consulting by ALM.

The ALM Vanguard report: Customer Service Consulting, states, “PwC’s end-to-end customer service optimization strategies are well received by clients seeking to advance both customer and employee experience. The firm’s Business, Experience, and Technology framework provides clients with strong internal insights to drive decision making and strategic direction. PwC continues to advance its advisory in this area through industry specific digital tools, upskilling techniques, and enterprise-wide capability integration that ultimately provides a seamless and positive experience for customers while carefully balanced with clients’ cost-to-serve.”

Customer Service Consulting

Regarding PwC’s Best in Class capabilities in Internal Client Insight, the report notes, “Effective in its cost-to-serve analytical capability, PwC is able to provide strong customer service economic assessments that balance cost with customer satisfaction and loyalty. Through the lens of BXT, the firm is effective in establishing current client capability and the steps needed to improve operations across the enterprise that ultimately impact customer service and perception.”

PwC’s focus on their BXT methodology is highlighted in the assessment, “PwC provides holistic transformation support for its customer service clients, optimizing the entire service value chain. Through the firm’s Business, Experience, and Technology (BXT) framework, the firm draws insights from current client capabilities to guide transformation while providing upskilling and technology advisory that enables effective execution of new processes and strategies.”

Walking through the details of PwC’s methodology, the report outlines as follows, “PwC’s service delivery is focused on end-to-end customer service optimization, revamping all aspects of the customer journey with the intent of capturing loyalty through a best-in-class experience. The firm views five key elements of the customer journey that comprise the experience: (1) access to preferred contact channels, (2) service available whenever the customer needs, (3) practical applications and information-sharing available for clients’ use in product and service optimization, (4) proactive environments that encourage customer interaction with service representatives, and (5) resolution of issues with minimal customer effort.”

Randy Browning, Global Advisory Markets Leader and the Global Consulting Competencies Leader, said:  “We are very proud of this leader rating. We are focused on helping our clients deliver the optimal experience to both customers and employees. The customer experience is the primary interaction between a brand and a client and is key to building a long-lasting relationship with the customer. Employee experience impacts customer experience. We create a chain of value by ensuring positive interactions flow from brand to consumer.”

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Rob Donnelly

PwC Global Analyst Relations, PwC United States

Tel: +1 (917) 471 3355