- A new mathematical model helps incumbent firms forecast consumer response to novel tech offerings.
How to deliver great customer experience at scale
December 7, 2020 by Dutta SatadipThe most effective customer strategies are grounded in active engagement, setting clear expectations and empowering users with options that suit their needs.Related tags: customer experience, customer service, e-commerce, engagement, retail trends, sales, subscription modelRunning a global hospitality business in a pandemic
November 25, 2020 by Deborah Unger and Nicolas MayerDillip Rajakarier, group CEO of Minor International, on why strong cash management, weekly planning, and a focus on local markets have been key to managing through crisis.Related tags: asia, ceo, coronavirus, COVID-19, culture, customer experience, hotels, Inside the Mind of the CEO, mobility, travelEnterprise agility and experience management efforts work best when they work together
September 23, 2020 by Sujay Saha, Matt Egol, and Matthew SiegelMany companies achieve early wins with separate transformational efforts, then stall. But if combined and enhanced using “return on experience,” or ROX, measures, these two programs can unlock each other’s potential.Related tags: agility, capabilities, customer experience, effectiveness, employee trends, experiences matter, transformationThe shifting nexus of retail banking
August 12, 2020 by Rowan Laurence and Stelios KavadiasAs customer relationships become transaction-based and as more players compete for revenue, legacy institutions will have to double down on experience and trust.Media and telecommunications companies must reinvent customer experience in response to COVID-19
August 3, 2020 by Prateek Sinha and Wilson ChowCompanies that prioritize innovation and care in redesigning customer experiences will be best positioned to stay ahead of shifting consumer preferences.Related tags: brand, coronavirus, COVID-19, customer experience, experiences matter, media, technology, telecommunicationsCOVID-19 means insurers should pick up the pace on improving experiences
July 13, 2020 by John Jones and Abhijit MukhopadhyayIn an industry driven and sustained by trust, the pandemic has brought both challenges and opportunities for customer and employee experience.Related tags: coronavirus, COVID-19, customer experience, employees, experiences matter, insurance, insurance companies, insurersThree tips for reinventing your employee experience
July 10, 2020Applying design thinking principles will enable a quick bottom-up reform, with changes driven by a deep understanding of your people.Related tags: coronavirus, COVID-19, customer experience, employee engagement, employee trends, workplaceRedefining employee experience: How to create a “new normal”
July 10, 2020 by Bhushan Sethi and Jean-François MartiAs workplaces, customer behaviors, and economic conditions continue to change in response to COVID-19, companies should focus on three key actions.Related tags: coronavirus, COVID-19, customer experience, employee engagement, employee trends, experiences matter, workplaceWhat COVID-19 is revealing about your customers and employees
June 29, 2020 by Thomas A. Stewart and Patricia O’ConnellDon’t let what you’re learning go to waste — capture it for post-crisis strategy and growth.Related tags: coronavirus, COVID-19, customer experience, customer service, digital, retail trends, salesThree capabilities will help retailers “win the trip” through and beyond the COVID-19 crisis
June 24, 2020 by Matt Egol and Derek TownsendWhether shoppers are in the store, at the curb, or at home, retailers can capitalize on the new realities of consumption.Related tags: consumer products, consumers, consumer trends, coronavirus, COVID-19, customer experience, experiences matterEmbracing the impersonal approach to customer service
June 18, 2020 by Matt PalmquistBusinesses should consider the pros and cons of adopting digital customer service systems.Related tags: consumer insights, consumer trends, customer experience, customer service, retail trendsA lesson in creating successful companies that care
June 10, 2020 by Isaac Getz and Laurent MarbacherThe COVID-19 pandemic is highlighting how altruistic businesses adapt, remain flexible, and survive.Redefining B2B customer experience: COVID-19 catalyzes big changes
The pandemic is forcing companies to focus on experiences their clients expect, while mobilizing them to accelerate product and service innovation.Six tips for optimizing your B2B relationships in the time of COVID-19
June 4, 2020B2B companies can use the COVID-19 crisis as an opportunity to reevalute what clients and stakeholders need, and accelerate products and services that will better serve them.Redefining customer experience: Connecting in the time of COVID-19
April 20, 2020 by Olaf AckerAs the novel coronavirus forces people into a digital-only way of life, it’s important for businesses to infuse virtual experiences with a human touch.Six tips for making the digital customer experience more human in the time of COVID-19
April 20, 2020How do you keep — and deepen — your vital connection to consumers at this most critical time? Here are six practices to guide you.The long nose of augmented reality
March 9, 2020 by Linda Rodriguez McRobbieThe AR market is predicted to top more than US$1 trillion by 2030. So where’s the killer app that will win over consumers?Related tags: consumer products, consumer trends, customer experience, design, innovation, virtual realityROX3: Boosting returns on leadership, customer, and employee experience
January 27, 2020 by Matt Egol and Sujay SahaYou can transform your company by strengthening the links among all three types of activity.How to build a great experience
November 15, 2019 by Theodore KinniA new book by two professors provides a tool kit for designers of customer, user, and employee experiences.It’s time for CMOs to rally a cross-functional approach to customer experience
July 19, 2019 by Denise DahlhoffBusinesses have realized the importance of building an outside-in culture. Now chief marketing officers have an opportunity to lead by engaging their C-suite colleagues in the change.Competing for consumers in driverless cars
June 4, 2019 by Felix KuhnertOnce drivers become passengers, a new “fifth-screen” economy focused on the in-car experience will flourish.Related tags: car design, customer experience, economy, entertainment, innovation, productivity, technologyWhy Net Promoter Score is past its prime
May 22, 2019 by Matt EgolThe metric was useful in simpler times, when companies were beginning to understand the importance of customer experience. But it’s time to replace it.Voice technology delivers on banking needs
May 21, 2019Financial services is full of customer pain points that could be resolved with the help of voice-assisted devices. For further insight, read “Banking on voice.”Banking on voice
May 21, 2019 by Mohib Yousufani and Julien CourbeVoice-assisted devices will revolutionize the financial-services industry by providing customers with on-demand service and by helping banks reduce costs.Related tags: banking, consumers, cost management, customer experience, experiences matter, technology
All articles tagged: customer experience
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