PwC rated as a leader in customer experience strategy consulting practices by independent research firm

December 02, 2020

“PwC mixes design, business consulting, and technology to transform Customer Experience (CX).”  

PwC announced that it was cited as a Leader in The Forrester Wave™: Customer Experience Strategy Consulting Practices, Q4 2020.

In one of the report’s key takeaways, Forrester notes that “CX vision creation, analytics, and workforce transformation are key differentiators.”  The report also notes that, “CX strategies must be flexible to meet changing customer needs.”   

The report states that: “PwC mixes design, business consulting, and technology to transform CX. The foundation of PwC’s approach is its BXT — business, experience, technology — framework. It’s designed to bring together the firm’s historic business consulting with its more recent experience design and technology practices to ground CX strategy in a broader business transformation. To bring together these diverse teams, PwC invested in an upskilling program called “Your Tomorrow” to improve the CX skills of all employees. And to speed up its clients’ time-to-value, PwC has built accelerators — such as its bot, workflow, and visualization repository, Digital Lab — that give consultants a head start on solving client challenges.”

It further notes that: “PwC’s legacy in business consulting and commitment to building verticalized CX offerings make it a strong partner for clients in its five key verticals. And PwC’s investments in developing analytical platforms and compiling consumer and market data provide the foundation for very strong data and analytics offerings. PwC also distinguishes itself in culture transformations through its organizational transformation center of excellence, the Katzenbach Center.”

Commenting on PwC’s client references, the report cites that, “Clients all applauded its project and relationship management skills, indicating that PwC behaved as a true partner in their CX success.”

Elissa Arkinstall, PwC’s Experience Consulting Lead, said: “We are really proud to be recognised as a leader in the Forrester Wave for CX Strategy Services. At PwC, we take the time to get to know our customers so that we can respond to their needs and create a significant impact on their businesses. We strive to create meaningful connections and establish long term relationships with them and their employees so that they are able to evolve and grow, now and in the future.”  

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Rob Donnelly

Global Analyst & Advisor Relations Leader, PwC United States

+1 (917) 471 3355


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