Customer experience transformation

The expectations of your customers are higher than ever and they evolve at a pace that at times can be difficult to manage. While these shifts, often enabled by rapid changes in technology, present challenges to businesses they also offer opportunities.

With the right customer experience strategy and investment in place it is possible to retain more customers, maximise the value of them throughout their lifetime, and grow your customer base. This can have real and lasting impact on your organisation, both internally and externally, and it’s what our customer experience transformation consultants deliver for leading businesses. 

Where should you focus to create great customer experience?

Keeping the customer satisfied should be a core aim for any business, and underpinning this are three areas to focus on:

  • Commercial excellence. With businesses increasingly having to do more with less there is a drive to make the front office as effective as possible. Pricing models may be misaligned, sales and marketing strategies might not be making the return they should. This and a variety of other commercial concerns often hold back businesses. Taking stock of your front-office capabilities will increase revenue, profitability and financial resilience.
  • Omni-channel customer engagement. How do your customers interact with your organisation? Are they happy with the experience? Are the platforms and methods you use effective in meeting customer needs, and are they economically sound? These are some of the challenges clients face around customer engagement. Getting this right can have a profound impact on customer satisfaction, loyalty, and cost reduction.
  • Technology innovation. New and existing competitors will always be challenging your business, and often they will be innovating in ways you didn’t expect. By using customer technology to gather better data, make more effective analysis, develop new customer products and services, you can improve operations, efficiencies and how you better engage your customers.

Key benefits delivered from improving your customer experience strategy could include:

  • Improving pipeline value
  • Increased conversion rates
  • Boosting customer lifetime value
  • More effective sales, marketing, and service operations
  • Higher customer satisfaction
  • Increased customer loyalty
  • Greater staff satisfaction
  • High return on investment from technology solutions.

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Our services in customer experience transformation

Our customer experience transformation offering takes you from strategy through to execution, and provides services in the three key focus areas to address your needs.

Commercial excellence.
Understanding which customers offer the most real or potential value, and undertaking changes that help you better understand, target and grow them:

  • Customer strategy - clarity on customers types, product/service suite, channels offered and success measures you provide
  • Marketing and sales effectiveness - high-performing marketing & sales functions that generate and convert demand into sales performance
  • Pricing optimisation - better decisions about which products/services to offer at what price to which customers
  • Tailored Collections - reduced debt risk and identified opportunities to recover more customer debt and increase cash collection.

Omni-channel customer engagement.
Your customer journey needs to be consistent, seamless and effective. We can help with:

  • Omni-channel strategy - clear vision of how to engage your customers across the right channels to deliver desired commercials
  • Customer experience design - rich experiences delivered at all stages of the customer journey & across all channels
  • Customer service optimisation - high-performing customer service teams that are proactive and efficient in handling customers’ needs
  • Field service optimisation - engaged field service functions that rapidly and cost effectively address customer issues.

Technology innovation.
The right technology will allow you to better understand your customers and deliver the customer experience they demand:

  • Customer insights platform - deep, actionable insight is generated that helps you to acquire, grow and retain customers
  • Digital solutions - digital solutions designed and deployed that meet customer and employee needs and differentiate you
  • Emerging technology - clarity on how emerging technology can help reimagine your business for the digital age
  • Customer technology - deployed CRM and CMS solutions that deliver target business outcomes and improve customer experience.

The internal customer experience

It’s important to remember that your employees are customers too. Their experience within your organisation will impact how they serve your end customers.

By empowering your workforce you will have more motivated teams that strive to make the experience for external customers positive at every touch point. We regularly work with businesses to help build applications, solutions, processes and strategies to make employees more productive and able to respond to customer needs efficiently and effectively.

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The internal customer experience

It’s important to remember that your employees are customers too. Their experience within your organisation will impact how they serve your end customers.

By empowering your workforce you will have more motivated teams that strive to make the experience for external customers positive at every touch point. We regularly work with businesses to help build applications, solutions, processes and strategies to make employees more productive and able to respond to customer needs efficiently and effectively.

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Why choose PwC?

We are distinguished from our competitors in the consulting space by our capacity to work at the intersection of disciplines and form one cohesive customer experience solution. For each client we bring an unrivalled range of skills across business, experience and technology consultancy. The power of perspective means that PwC delivers solutions that are aligned with business objectives, create the experiences customers desire, and are technologically feasible.

Our breadth of experience delivering transformation projects, allied with our deep industry expertise, allows us to understand and handle every challenge you face.

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Contact us

Richard Hepworth
Director
Tel: +44 (0)207 804 3707
Email

Alex Baggallay
Manager
Email

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