Customer
Latest Articles
Five radical steps to becoming a bold leader
Are you thinking beyond your business? To effect real and positive change in the world company execs must dare to be different, making brave choices that aren’t just about the bottom line.
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How to design your brand around emotions
Brands may focus on what the customer wants, but what about how they feel? All emotions — good or bad — can help build a lasting, loyal relationship. Rebecca Walker takes us on a journey of emotional design.
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The invisible bank: A customer-focused banking future
Imagine never having to interact with a bank again – no more queues, cryptic emails, paper bills or messy negotiations. Instead, the bank cares for you invisibly, always acting with your current and future interests in mind.
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Six ways to build the future of your business
In the battle for growth and transformation, certain themes emerge time and again. Kate Eriksson, PwC’s head of innovation, shares six ‘levers’ that can help catapult businesses into relevance.
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The consumer-focused metric: How to improve ‘return on experience’
Experience is the keystone to increasing sales and satisfaction. But once you begin to measure it, how do you go about improving your ‘ROX’? We look at six actions brands can take.
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How consumers are redefining customer experience
Once upon a time, consumers were wary of online shopping. Not anymore. PwC’s 10th annual Global Consumer Insights Survey highlights just how digital customers have gone, and what they demand of the experience.
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Why employees are essential to digital transformation
When one of the world’s largest hotel chains first tried to digitally transform, its efforts were a failure. Tom Puthiyamadam looks at why frontline staff were the key to bringing their new technology to life.
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Personal ecosystems and the decline of individual user accounts
Brands are used to thinking of customers as individual accounts. But what if they thought of them as networks to tap into, not users to sign up? The rise of the personal ecosystem is here, and it’s paying dividends for business.
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2019: A year of new rules and paradigms
How can companies deliver next-level customer experience in an increasingly competitive landscape? How will tech companies navigate the uncertain times ahead? PwC experts weigh in on their predictions for the year ahead.
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