PwC rated as a Leader in Customer Experience Strategy Consulting Services in Asia Pacific by Independent Research Firm

December 15, 2021

‘PwC architects complex Customer Experience (CX) strategies with business, tech, and experience design.’

PwC announced that it was cited as a Leader in The Forrester Wave™: CX Strategy Consulting Services in Asia Pacific, Q4 2021.

In the report, Forrester notes that ‘CX Strategy is in demand as CX becomes one of the top business priorities. With the growing realization that improving customer experiences drives business results, organizations turn to CX strategy consulting firms to help develop a CX vision, identify opportunities to differentiate their CX, plan and prioritize CX initiatives, and implement them with an eye to scale and impact.’

‘CX strategy consulting service customers in APAC should look for providers that:

  • Have solid CX methodologies, research, and frameworks…
  • Combine strategy design and innovation with expert training and facilitation skills…
  • Integrate multiple disciplines in a customized approach…
  • Have strong digital and data capabilities to enable future-state CX.’

Commenting on PwC, the report states that: ‘PwC architects complex CX strategies with business, tech, and experience design. PwC is a full-stack global consultancy that built its CX strategy consulting practice by integrating its legacy front- and back-office transformation practice with the new creative, digital, data, and innovation functions under one roof. The practice goes to market with its BXT approach, which aims to deliver technology-enabled CX linked to business results.’

It further notes that: ‘PwC helps clients augment their CX-led transformation strategies with holistic business, risk and compliance, cybersecurity, and industry-related implications, strengthening the quality of the overall strategy.’

Adam Lai, Partner, PwC Australia, the Front Office Transformation Global Leader said, ‘We are delighted to be named a Leader in this Forrester Customer Experience Asia Pacific Wave. We believe this recognition is a confirmation of the great work PwC is doing to support our clients through customer led growth. At PwC we bring together a breadth and depth of industry experience, functional knowledge, and consulting and technology delivery capability to drive CX strategy through execution. This is a very important need for our clients in the current environment.’

Eugene Macey, Partner, PwC Singapore, Front Office Transformation ASEANZ Leader* said, ‘We are very pleased to see our strategy working in terms of providing a full stacked integrated solution to our clients, meeting their needs to be innovative, whilst at the same time delivering practical CX and commercial outcomes.’



* "ASEANZ Consulting is a joint venture among the PwC firms in the geographic regions of Australia, New Zealand, and Southeast Asia, each of which is a separate legal entity.  See"

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