customer experience
Out with experience, in with imagination: Why best practice is dead
Consultants and leaders alike have relied on best practices to help guide businesses through change. But with technology rapidly evolving, they need to rethink their expertise, and turn to a tailored approach to digital transformation.
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Why successful innovation begins and ends with customers
Too many organisations take a ‘science fair’ mentality to innovation, without much thought to how they will be received in the real world. Getting customers involved in the outset is critical to their commercial success, PwC’s Vicki Huff Eckert says.
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Me, myself and I: The rise of mass personalisation
The trend towards personalisation is only set to continue as technology gets more sophisticated and customers face increasingly complex customer experiences. Appealing to the individual will be critical for brands to get right.
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Will technology change the face of sport forever?
Technology is transforming the world of sports for players, clubs and fans alike. While teams are rapidly adopting tech in pursuit of a competitive edge, they must keep one key element at the heart of their efforts.
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The smart connection: Hospitality and the Internet of Things
Is your hotel connected? With the Internet of Things, hotels can provide seamless customer experiences, reduce operating costs, keep track of assets and create major efficiencies, as well as protecting staff and guests.
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Customer segmentation is back, bolder and better than ever
What if we told you there was a way to leverage your organisation’s data for strategic planning, business insight, profit growth and customer loyalty all in one simple model… and it was via good old-fashioned customer segmentation? PwC’s Phil Bolton explains why this sometimes unloved tool deserves a rethink.
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Can blockchain fix digital advertising’s trust problem?
Digital advertising continues to boom, bringing with it a more complex set of risks. The answer to building trust with business and consumers alike may live in the blockchain.
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No vacancy: The disruption (and solution) facing the hotel industry
With online aggregators and sharing platforms aplenty, hotels are fighting to retain their market share. Results from this year’s Annual Global CEO Survey suggest execs are worried, but with the right mix of humans and tech, they can turn the guest experience from room to reward.
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The five core must-haves for transformation success
In a follow up piece to his look at the reasons behind transformation failure, PwC’s Berry Driessen examines the five factors that will help ensure company change is a resounding success.
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