Posts tagged in

customer experience

Article

The consumer-focused metric: How to improve ‘return on experience’

02 Apr 2019 6 minutes

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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PwC's GCIS 2019
Report

How consumers are redefining customer experience

Chris Paxton 26 Mar 2019 8 minutes

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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Employees are key to transformation success
Article

Why employees are essential to digital transformation

Tom Puthiyamadam 20 Feb 2019 8 minutes

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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Article

Personal ecosystems and the decline of individual user accounts

John Jones 29 Jan 2019 10 minutes

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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Article

2019: A year of new rules and paradigms

John Riccio 22 Jan 2019 10 minutes

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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Article

2018 APEC CEO Survey: Finding confidence through digital in uncertain times

John Riccio 29 Nov 2018 7 minutes

This year’s APEC summit reflected the diverging interests of the region’s players, but CEOs in the region are finding confidence through the opportunities in the digital economy.

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Report

The must-know strategies for getting employees to embrace workplace technology

09 Nov 2018 9 minutes

There’s a disconnect between what executives believe and what employees actually experience when it comes to technology at work. Getting buy-in from staff is critical to ensure it does its job – adding value and efficiency to business.

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Article

The new business models to unlock digital Southeast Asia

Angelo Estrera Stuart Holywell 24 Oct 2018 12 minutes

Southeast Asia is a burgeoning global powerhouse, but for companies looking to grow by embracing its digital opportunities, the key to success lies in understanding the cultural complexities of the region.

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The unexpected formula for customer experience success
Article

The unexpected formula for great customer experience

David Clarke 18 Oct 2018 7 minutes

It’s been proven that a good experience leads customers to spend more, but perhaps counter-intuitively, in order to enable that, companies should spend more on their employees. It’s time for business to get smarter.

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