Posts tagged in

customer experience

Global Entertainment and Media Outlook
Report

This time it’s personal: The PwC Global Entertainment & Media Outlook 2019-2023

Wilson Chow Ennèl van Eeden 12 Jun 2019 11 minutes

Across the world consumers are creating tailored experiences from the media available to them. As data and access lead to increased personalisation across the global entertainment and media space, business must cater to the individual, not the mass.

Read more
Government trust
Article

How to fix the government trust issue

Diane Rutter Gulandam Khan 05 Jun 2019 10 minutes

With citizen trust declining, it’s becoming harder for governments to support the very people they are tasked with protecting. An intervention that promotes better experiences, values and behaviours will help rebuild broken bonds.

Read more
Emotional Design
Article

How to design your brand around emotions

Becky Walker 17 Apr 2019 10 minutes

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.

Read more
Invisible banking
Article

The invisible bank: A customer-focused banking future

John Jones George Korizis 16 Apr 2019 9 minutes

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.

Read more
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.

Read more
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.

Read more
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.

Read more
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.

Read more
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.

Read more

Weekly Newsletter

Subscribe to Digital Pulse

Subscribe Now

Chief Digital Officer Study

Disappearing act

Has the CDO hype reached a turning point? Explore our global findings