Deliver more relevant experiences, enduring lifetime value, and faster growth at scale with an AI-powered customer engagement engine that connects data, content, decisioning, and activation.

Marketing, loyalty, and personalization

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Overview

Agentic AI isn't just a new tool—it's the operating model for the future of customer engagement. We help you make this strategic shift, activating customer data to deliver personalized journeys, next-best actions, and more relevant experiences. Using our five-layer agentic framework and platforms like Adobe and Salesforce, we connect marketing strategy, content, and execution into a self-optimizing system that can improve conversion, build lifetime value, and fuel profitable growth.


Market trends

93%

of CMOs say positioning marketing as a growth driver at their company is a challenge

Source https://www.pwc.com/us/en/executive-leadership-hub/library/election-insights-2024-cmo.htmlof executives say customer expectations are evolving faster than they can adapt
70%

of executives say customer expectations are evolving faster than they can adapt

Source https://www.pwc.com/us/en/services/consulting/commercial-excellence/library/2025-customer-experience-survey.html
87%

say not having what they need to effectively personalize their marketing is a challenge

Source https://www.pwc.com/us/en/executive-leadership-hub/library/election-insights-2024-cmo.html
66%

of organizations adopting AI agents report increased productivity

Source https://www.pwc.com/us/en/tech-effect/ai-analytics/ai-agent-survey.html

Capabilities

Customer knowledge and intelligence built for activation

Get a trusted, real-time view of each customer with a continuously learning, AI-ready intelligence layer that unifies identity, behavior, context, preferences, interactions, and predictive insights. We architect, build, and connect that intelligence to your activation channels for precise segmentation and targeting. Deliver consistent, personalized experiences across the full customer lifecycle with the speed and accuracy today's market demands.

Intelligent content supply chain

Move faster from concept to customer with agentic AI that streamlines how content is created, managed, reviewed, adapted, delivered, and measured. We connect your tools and workflows to reduce time-to-market, increase content reuse, and keep campaigns running smoothly—freeing your team to focus on strategy and storytelling while messaging stays consistent and on-brand.

Next-best actions and personalization at scale

We deploy real-time decisioning engines to power 1:1 personalization and next-best actions grounded in research on customer preferences, behaviors, and expectations. Turn everyday interactions into opportunities to deepen engagement, strengthen loyalty, and grow lifetime value.

Loyalty strategy and enablement

Make loyalty a growth engine—not just a program. We design and refine full lifecycle journeys with clear value exchanges, data-informed personalization, and ongoing optimization. By understanding how customers engage and disengage at each stage of the journey, you can increase share of wallet, build advocacy, and fuel sustainable, profitable growth

Marketing, media, and channel effectiveness

Improve how marketing, media, and channel investments work together to grow your business. We assess where and how you spend—across media, promotions, people, and technology—and use AI to continuously monitor performance and surface actionable recommendations. You gain real-time visibility into what's working, where to reallocate, and how to increase return on every dollar you put into the market.

Targeted offers and demand generation

Turn customer intelligence into demand with measurable ROI. We apply AI and advanced analytics to interpret purchasing patterns, contextual signals, and behavioral data—qualifying demand, orchestrating personalized journeys, and delivering targeted offers when they’re most likely to convert. Improve demand precision, grow lifetime value, and reduce the cost to acquire and serve each customer.

Account-based experiences (ABX)

Focus B2B marketing on the accounts that matter most to growth. We align marketing, sales, and customer success around shared goals, using data and automation to deliver personalized engagement to high-value accounts. Treat key accounts as markets of one to strengthen relationships, accelerate pipeline velocity, and improve win rates and deal size.

AI-first marketer experiences

Modernize your marketing function by embedding AI, automation, and agentic workflows into everyday execution. Launch campaigns and offers faster with less effort and cost by reimagining how teams plan, produce, and activate. We help you accelerate decision-making and reduce manual work so your team can focus on higher‑value strategic and creative tasks.


Technology


Insights


The next wave of marketing advantage will come from turning customer signals into predictive intent, and predictive intent into personalized action at scale.

Jonathan KletzelSales, Service & Marketing Practice Leader, PwC US

Case studies


Contact us

Jim LaLonde

Principal, Marketing Transformation, PwC US

Brad Herndon

Principal, Marketing Transformation, PwC US

Pete Choo

Principal, Marketing Transformation, PwC US

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