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.
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?
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.
The Bank wanted to distinguish itself by providing exceptional customer experiences at every customer touchpoint.
PwC implemented a Mobile App to improve overall Customer Onboarding Experience.
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:
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.
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.
PwC defined a CX Strategy including diversification in terms of products, distribution channels and regional expansion:
Opportunities identified to:
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.