Customer Transformation

Did you know that 75 % of client purchasing decisions are influenced by Customer Experience?1

Purchasing decisions are based on feelings over facts. It means that your gross margin is intrinsically related to your capability to offer remarkable Customer Journey.

But does your organisation have the capacity to deliver distinctive Customer Experience to boost its revenue and engage clients?

As simple as Customer Experience may sound, the steps to improving a service level may result in creating confusion, friction between stakeholders, or even missing an opportunity to focus on what really matters for end clients. However, customer transformation is not just a battle of improving the client journey itself, but a deep transformation of your company’s culture, employee journey and much more.

1. PwC Consumer Intelligence Series: Experience is everything

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Customer Transformation

At PwC we have specifically developed some best in class services, from strategy to execution. In order to better fit to the business needs of your industry, our approach could be balanced between standardisation and customisation.

Here is a list of our dedicated services to be addressed in parallel or in sequence depending on your objectives and priorities:

  • Compliance support, to build or consolidate your cloud journey;

  • Digital strategy creation, to embrace your Customer Transformation and engage the first mandatory actions;

  • Review of business & IT processes, to improve your operational performance by adapting all of them to the requirements of your industry and to each department of your organisation;

  • Data analytics & AI services, to better know and serve your customer, leveraging for example on applications & new tools such as Microsoft technologies services;

  • Innovation portfolio definition, through our dedicated Experience Center which will allow you to inspire and realise transformative changes by creating new customer and employee experiences.


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Contact us

Patrice Passe-Coutrin

Advisory Director, Technology, PwC Luxembourg

Tel: +352 62133 23 58

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