PwC named a Leader in the IDC MarketScape: Worldwide Customer Experience Improvement Services 2020

September 17, 2020

BXT aims to drive business transformation by bringing Business strategy, "eXperience" expertise, and Technology perspectives together to change how people work, think, and engage.

PwC has been named as a Leader in the IDC MarketScape: Worldwide Customer Experience (CX) Improvement Services 2020 Vendor Assessment (September 2020, IDC #US45658220). This evaluation is based on a comprehensive framework and a set of parameters expected to be most conducive to success in providing CX improvement services during both the short term and the long term.

According to the report, “Overall, clients that IDC talked to were most impressed by the level of empathy and commitment shown by their CX improvement services partner, by the level of understanding and insight that their vendor had into their organization and its needs, and by the quality of the vendor's people.”

The IDC MarketScape report notes “PwC’s key capabilities in the CX improvement space to include:

  • Service design: PwC Digital Experience Center (DEC) is a global PwC practice with approximately 3,000 experts in product and service design.
  • Product and facility design: PwC employs a proprietary digital products process to bring essential ideas to life in six to eight weeks.
  • Personalization: PwC has a global personalization practice and also offers Customer Link, a managed service around personalization.
  • Data/analytics: PwC manages and maintains an integrated consumer data model for the United States and for selected global markets. This data model integrates public, private, and proprietary data sources to provide a highly granular view of households, individuals, and geographies.
  • End-customer engagement: PwC provides end-customer capabilities to clients across the life cycle of customer experience, including enhancements to customer operations offerings and customer enablement.

It goes on to say, PwC uses a global network of nearly 40 Experience Centers and accompanying Emerging Tech Labs, Innovation Centers, and Impact Centers. These are dedicated physical locations at the firm's facilities, but the experts who work in them are also able to work and deliver virtually.”

The IDC MarketScape also states that, “The firm's BXT way of working brings these three lenses together to achieve a single purpose and solution. The aim is to address the right problems at the right time and give clients the tools and techniques they need to follow through on their visions.”

Commenting on PwC’s strengths, the report states, “On average, PwC customers commended the firm for people quality, end-customer insight, and client understanding. Comments from PwC clients included:

  • "The difference with PwC was the strategic level of thought, the extensive end-to-end understanding, and the exceptional talent they brought to the table."
  • "Customer insight was a really big strength for PwC. They came in and told us we had to know the human being at the other end, that we had to do the research, and we had to develop a vision. That's the discipline they brought us."
  • "Once PwC got in here, I really felt I had a partner who understood who we were and who knew how to get things done."

David Clarke, PwC’s Global Chief Experience Officer said: “We are really proud to be recognised as a leader by the IDC MarketScape for CX Improvement Services. At PwC, we take the time to get to know our customers so that we can respond to their needs. We create meaningful connections and establish long term relationships with customers and employees so that our clients are able to evolve and grow, now and in the future.”

About IDC MarketScape

IDC MarketScape vendor analysis model is designed to provide an overview of the competitive fitness of suppliers in a given market. The research methodology utilizes a rigorous scoring methodology based on both qualitative and quantitative criteria that results in a single graphical illustration of each vendor’s position within a given market. IDC MarketScape provides a clear framework in which the product and service offerings, capabilities and strategies, and current and future market success factors of vendors can be meaningfully compared. The framework also provides buyers with a 360-degree assessment of the strengths and weaknesses of current and prospective.


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Rob Donnelly

Global Analyst & Advisor Relations Leader, New York, PwC United States

+1 (917) 471 3355


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