Customer

Customer experience is essential in the digital age. We help clients with the front-office-transformation that improves your customer centricity capability.

Getting the right to win customer loyalty in the digital experience economy

We help our clients ensure that their commercial strategies and operations are aligned to the rapidly changing customer behaviours in a way that drives increased customer experience and front office effectiveness. With our experiences we help you get the differentiated commercial capabilities in place that are needed for success.

 

Areas of focus

Customer strategy

We help our clients design outside-in customer strategies and business models that address customers’ underlying needs.

  • Market and customer insights
  • Customer strategy articulation
  • Business model validation
  • Value propositions establishments

 

Customer experience (CX)

We help you align front-office operations around the brand promise, products and services, channels and pricing with your customers’ touchpoint and consumption experiences.

  • Operating model assessment along the customer journey
  • Design the operating model elements for improved customer experience
  • Operationalizing the customer experiences

Customer centric operations

We help transform your front-office operations (sales, marketing, service) to the rapidly changing customer behaviours and channel usage. Our front-office expertise will help you establish your future operating model which are enabled by emerging customer technology.

  • Transform the sales, marketing and service model
  • Build capabilities to deliver on your customer strategy
  • Integrate sales, marketing and service capabilities
  • Data-driven sales, marketing and service operations



Customer Experience Insights

Experience is everything

Here’s how to get it right

 

Delivering the next-gen customer experience

How to select the right CRM

 


Award-winning Consumer Intelligence Series

Find out more here  

Contact us

Björn Dufwenberg

Practice Lead, PwC Sweden

Tel: +46 70 393 53 64

Mattias Hansson

Partner, PwC Sweden

Tel: +46 76 776 71 77

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