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Unique customer experiences

Creating unique customer experiences

Better engage your customers. Deliver connected experiences that grow your business and brand.

PwC helps brands, and the businesses that bring them to life, move at the speed of customers. We believe that trust is the single most important currency you will use to create delightfully engaged customers. This is why we provide you the framework to take it to the next level.

Your challenges:

Discover how we can help you

  • Who are your target customers and what do they value?

  • Do your value propositions solve customers’ underlying needs, pain points and desired outcomes, or just communicate the value of your products?

  • Are your business functions customer or product-centric? Do they allow for a unified view of the customer across your organisation?

  • Is your organisational strategy focused on customer-centric growth and innovation, or is it product and brand-led?

How can we help you?

We help our clients design outside-in customer strategies which develop value propositions that address customers’ underlying needs and desired outcomes. We ensure it is underpinned by Analytics and Experience Design to build differentiated experiences that align with your core brand promise.

  • Support you in understanding who your customers are and how to segment them
  • Co-create customer-centred value propositions, products and services in response to customer needs
  • Help grow and evolve your organisation, build new capabilities and talent to deliver on your customer strategy
  • Help you ensure that your strategy is underpinned by customer insight and analytics and is integrated with the end-to-end customer experience
  • Work with you to map the customer journey, identify the moments that matter, and design and implement a differentiated customer experience that delivers on your brand promise
  • Help you identify how digital technologies can optimise and enhance the customer experience, whether through new channels or new products and services

See what we have done


The challenges faced by the client

The Bank wanted to distinguish itself by providing exceptional customer experiences at every customer touchpoint.

  • High TAT for lead conversion
  • Lack of visibility on RM activities and portfolio
  • High cost to serve Premier Customers
  • Customer frustration due to long account opening cycles
  • High risk of errors and omission due to manual processes
  • What we did

    PwC implemented a Mobile App to improve overall Customer Onboarding Experience.

    • Defined customer personas and journeys 
    • Undertake Voice of Customer and Employee surveys
    • Re-designed the processes with Customer at the centre 
    • Defined Cost benefit analysis and implementation plan 
    • Development, configuration and implementation of a Mobile App for Customer Onboarding App

    What were the results

    • Lead to account opening cycle reduced from months to hours
    • RM productivity analysis and real time tracking
    • Enhanced cross-selling of products
    • Compliance and KYC at the front end, reducing back and forth with Back Office
    • Straight Through Processing and interfacing with Core Banking

    The challenges faced by the client

    The Client aimed to develop its Customer Experience strategy with an objective to establish itself as the top-of-mind bank. The key challenges the Bank was facing include:

  • Low Net Promoter Score (NPS) across Business Banking and Retail Banking Segments
  • Rigidity of existing legacy systems and fragmented investment
  • Limited scalability of customer platforms
  • Lack of synergy between Front Office and Back Office; amongst others.
  • What we did

    • Setting up a Centre Of Excellence for customer obsession and innovation
    • Turn customers into advocates by:
      • Gaining insight into what customers really value 
      • Offering tailored solutions 
      • Defining a customer engagement plan by persona
    • Build capabilities to: 
      • Enhance potential of existing systems through RPA
      • Improve customer refresh process
      • Enable coverage team 
      • Disrupt the servicing of customers
    • Create an engaged workforce by:
      • Setting up a cross pollination programme
      • Redesigning talent sourcing

     

    What were the results

    • Redesigned customer value propositions
    • Improved customer centricity
    • Enhanced self serve capabilities
    • Increased NPS and stickiness
    • Improved employees productivity 
    • Growth in customer lifetime value

    The challenges faced by the client

    The Bank embarked on this project to formulate a Business Strategy that will support the organisation to achieve its goal of increasing revenue and market share through high performing organisational model and tailored service delivery to potentially grow their customer base. This will ultimately help to fulfil the expectations of their shareholders, and improve customer centricity.

    What we did

    • Diagnostic study of the Client’s vision and strategy, customer value proposition
    • Assessed key customer touchpoints
    • Formulated a business strategy to: 
      • Strengthen the bank’s basics and build capabilities to improve overall process efficiency
      • Put the customer first and gain insight into what customers really value
      • Nurture employees to create an engaged workforce

    What were the results

    • Designed customer value propositions
    • Improve customer centricity
    • Improve employee and productivity
    • Improve branding and visibility
    • Enhance cross-selling capabilities of products
    • Increase customer based and market share
    • Increase in RoE, RoA, Assets to Capital Multiple, share of Domestic Business in liabilities and assets among others

    The challenges faced by the client

    The client realised the need to shift from a product-centric approach to a customer-centric approach to enhance Customer Experience (CX), improve operational efficiency and grow profitability. The Client was also looking for diversification opportunities due to limitations in its product and business development structure.

    What we did

    PwC defined a CX Strategy including diversification in terms of products, distribution channels and regional expansion:

    • One customer one experience 
    • One company one process
    • One company one customer
    • 24*7 Availability 
    • Trustworthy and go to brand
    • Limited paper trail
    • Continuous improvement
    • Identification of potential markets for expansion

    What were the results

    Opportunities identified to:

    • Increase customer and employee engagement
    • Increase revenue 
    • Grow corporate market share 
    • Improve distribution models
    • Introduce personalised and innovative products
    • Possibilities for Geographic Expansion


    Experience is everything. It's time to raise the bar.

    What truly makes for a good experience? Speed. Convenience. Consistency. Friendliness. And human touch—that is, creating real connections by making technology feel more human and giving employees what they need to create better customer experiences.

     

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    Contact us

    Jean-Pierre Young

    Jean-Pierre Young

    Advisory Leader, PwC Mauritius

    Tel: +230 404 5028

    Vikas Sharma

    Vikas Sharma

    Consulting, Partner, PwC Mauritius

    Tel: +230 404 5015

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