PwC’s Experience Consulting: designing transformative change for responsible growth

Experience will arguably be the most important driver of growth in the coming decade with customers preferring exceptional experiences and being willing to pay more for and recommend them. This is particularly true in the accelerated shift to digital across categories, where the ability to deliver a coherent, engaging, personal and distinctive experience is increasingly vital to attract and retain the right customers, differentiate from the competition and create sustained business outcomes. 

Fredrik Lindblad, Global and EMEA Head of Experience Consulting, states, “We design transformative change, by putting people first, and create growth and positive impact through experience. As a global community of insight specialists, experience strategists, designers, and creative technologists — innovators and creators — we are passionate about creating new products, services, and experiences, and sustainable innovation for customers, employees and citizens as part of broader customer-led transformation.”

In a recent IDC Analyst Connection, sponsored by PwC, titled Using Experience to Drive Sustainable and Measurable Growth (September 2021, #US48214521) analysts examined how organisations create and sustain great experiences for customers and the strong leadership and investment approach on which success depends. In particular, they call out the importance of defining the dimensions of a good experience that lead to growth and taking an holistic approach to measuring impact around both customer and organisational needs - factors central to the PwC Experience Consulting approach to designing transformative change. 

Tom Adams, Experience Consulting Lead, PwC UK states, “We are delighted that IDC recognises the vital importance of experience in creating sustained revenue, retention and reputation growth and the combined importance of purpose, customer insight, iterative development and end-to-end measurement of outcomes across the organisation to drive customer experience and innovation success.”

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