Customer Led Transformation

People's expectations of your organisation are continually changing - whether they're customers, consumers, citizens or patients. We’ll help you achieve sustainable growth by transforming and aligning your strategy, purpose and insight, your customer and employee experience, your operations, incentives and behaviours - all accelerated by the right technologies.

How we deliver your growth

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Transform marketing impact and return on investment

Leverage your customer insight and proprietary channel optimisation tools to understand your audience and shift your marketing spend to deliver a more impactful return on investment. Transform your marketing function capabilities to match quantitative understanding with creative engagement of your customers.

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Accelerate sales force impact across in-person and virtual working

Irrespective of your sales model, there is a critical need to accelerate performance, particularly as ways of working across digital and physical channels are changing. Accelerate your change through technology with a key focus on incentivising your sales force by changing behaviours and adopting new ways of working.

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Drive up retention and lower cost to serve

Use market-leading technology accelerators to innovate and strengthen your customer service through increased resilience, improved engagement scores, and lower overall cost to serve.

Differentiate your customer experience

Rethink and redesign your customer and employee experience strategy to best exemplify your brand purpose. Deliver differentiated engagement outcomes, based on ethnographic insight and behavioural economics.

Maximise your commercial potential

Leverage B2B and B2C pricing tools to create the insight and action to deliver direct measurable revenue and margin growth, alongside our global strategy-led and technology-enabled promotions practice.

Create faster and more impactful innovation

Use customer insight and agile design-thinking processes to speed up the build of products and services (and even entire new businesses). Accelerate your existing innovation and New Product Development approach or Build-Operate-Transfer entire solutions to deliver step changes in revenue growth.

“Organisations need to grow by better predicting and adapting to the changing demands of their customers: we deliver that growth through strategy-led and technology-enabled transformation that has a core focus on influencing the behaviour change of both your customers and employees “

Colin LightCustomer Led Transformation lead and UK Strategy& leader

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"We're one of the world's leading professional services organisations. From 150 countries, we advise some of the most successful organisations on the globe, as well as its most dynamic entrepreneurs and thriving private businesses. Join us and you’ll work closely with the best in industry, finance and government in the UK and abroad, bringing fresh insights and motivation to the problems they face."

Roberta Carter Head of People, Consulting
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Dr Colin Light

Dr Colin Light

Strategy& and Customer Led Transformation leader, PwC United Kingdom