customer experience
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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2018 APEC CEO Survey: Finding confidence through digital in uncertain times
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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The must-know strategies for getting employees to embrace workplace technology
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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The new business models to unlock digital Southeast Asia
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 great customer experience
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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