PwC was announced as a Leader in ‘Service Operations Consulting 2019’ by ALM Intelligence, a company that assesses consulting firms in defined markets on the basis of their breadth and depth of service capabilities and ability to deploy those across highly-complex client requirements.
According to the report, “The evolution of customer experience continues as new technologies, methodologies, and consumer expectations disrupt traditional operating models. The march to holistic digital transformation has resulted in more data about customers than ever before, and the opportunities to capitalize on that data are rife. However, companies still fall short in the most potent utilization of that data, with a series of missed opportunities through lost data capture points or misinterpretation leading to poor strategic decisions for improved customer interactions.”
Commenting on the leader status, ALM states that “PwC’s Fit for Growth, now FFG 2.0, continues to evolve in response to market trends within service operations. As a result, PwC’s strategy capabilities remain at the forefront within the competitive landscape, thoughtfully balancing clients’ cost to serve with customer experience to create long term operating model strategic plans, adaptive to future trends. The firm’s promotion of a customer advocacy approach also resonates well with its clients, creating new perspectives on improvement of customer journeys.”
PwC has been named ‘Best in Class’ in three areas: Internal Client Insight, Strategy and Enabling Tools.
For Internal Client Insight, the report states that “PwC’s Fit for Growth approach necessitates strong understanding of current client operations and capabilities. As such, the firm takes care to provide deep assessments of existing operating models to guide strategy development.”
Commenting on Strategy, the report says: “Dovetailing on its internal client insight capabilities, PwC’s strategy development is grounded in realistic mission, vision, goal, and objective creation through thorough understanding of current client organization, culture, and expectations. Clients enjoy strategic plans that are actionable and sustainable while also aspirational in their flexibility toward new disruptive technologies or market trends that may arise.”
And for Enabling Tools, it says: “Part of its evolution to FFG 2.0, PwC has developed an in-depth suite of tools (fit-for-purpose) that enable service operations transformation. With a plethora of options across the discovery, diagnostic, design, and implementation stages, clients can select from a variety of tools to understand current capability and also measure effectiveness of newly implemented strategies.”
Commenting on PwC’s approach, Matthew Merker Senior Analyst, Management Consulting Research at ALM and author of the report states: “PwC approaches service operations with a goal of balancing cost to serve to with capabilities in the back-office that will provide a best-in-class front-office customer service function. The firm undergoes extensive discovery and diagnostic advisory to establish strategic roadmaps to operational transformation with particular emphasis on digital utilization and enablement.”
He goes on to say: “PwC continues to heavily invest in its consulting capabilities as they relate to service operations, digital transformation, and strategy. Evolving its Fit for Growth Strategy (now FFG 2.0), PwC reassesses how clients achieve their “what, where, and how” work, incorporating digital innovations to create new operating models that are end-user centric in design while also enabling workforces to execute the strategy post-consulting engagement.”
Tom DeGarmo, Deputy Global Advisory Leader, PwC, commented: “We are really proud to be named a Leader by ALM Intelligence. We help our clients to deliver real transformational results no matter how challenging the conditions they face are. We know how important it is to drive customer engagement, improve quality and efficiency, digitise and transform operations and services in order to remain competitive.”
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