ROX is the New ROI: Prioritizing Customer Experience
To keep up with accelerating changes in consumer habits and to acknowledge customer importance, companies need to focus on—and measure—people’s experiences with their products and brands.
Today's retail sector is facing a multitude of new challenges; increasing competition and changing consumer behaviour are just two of these. New technological developments, on the other hand, are opening up possibilities for developing future-oriented sales distribution channels and making far-reaching process optimisation possible across the entire organisation.
Consumer behaviour is increasingly being influenced by changing habits, resulting in a demand for innovative products and marketing concepts. In this highly complex environment, it is vital to anticipate future developments, achieve synergies and identify potentials for optimisation. It’s our aim to provide our clients with proactive advice and assist them in tackling their future challenges.
Our Middle East retail & consumer practice, led by Norma Taki, provides our clients with leading edge advice on issues from governance through to technology, helping businesses manage change, simplify the complex, stay customer focused and operate at a lower cost with greater agility.
“At PwC our retail & consumer clients feel and benefit from the energy and power of the firm. We have talented, enterprising and intellectually curious people who strive to achieve success and inspire confidence in our clients, tailoring our solutions to their needs.”
How do I manage and reduce my costs?
Business recovery services: We aim to support management teams to reduce balance sheet stress, generate cash and reduce costs as well as increase profitability and refinance. PwC will guide you along the process of forming the best possible business recovery plan.
Supply chain: PwC’s integrated approach to risk will help to identify points of vulnerability, allowing to safeguard the supply chains, develop greater transparency and build credibility along its multiple links. We apply the latest technology available to build supply chains of tomorrow for our clients.
How do I get the best from my business?
Talent: Developing talent not only enhances employee satisfaction, boosts morale and productivity, but it will help you to retain talent, leading to innovation; developing not just your people, but your organisation as well. We have developed numerous strategies for talent development that transformed companies and led to new heights.
Transformational leadership: We are living through a fundamental transformation in the way we work. Automation and 'thinking machines' are replacing human tasks, changing the skills that organisations are looking for in their people. We are not only helping to be adapted and understand the transformation, we guide you to be ahead and lead the change within your organisation, thus, being the core of transformational leadership.
Strategy: A company's right to win in any market depends not just on external market positioning and internal capabilities, but on a coherent strategy that aligns these factors at every level. Our people are committed to our clients’ success, focused on helping you achieve essential advantage in creating the best strategy to win in the shortest terms.
How do I build and maintain consumer confidence?
Data: Poor data quality is the main barrier to executives integrating more data and analytics into their decision making. From our experience, tackling data quality is as much about changing behaviour as it is about providing technical fixes. We help businesses to increase the quality and improve their ability to use company data in the most effective way.
Customer confidence: A vital component in the buying process, we help to build the ultimate customer trust at every touch point along the customer journey.
- Corporate reporting: What does an organisation need to do to report effectively? Does reporting really matter? And how reliable is the information? PwC's "Measuring, managing, reducing, reporting and assuring" proposition helps clients answer these questions.
Leverage innovation and technology for competitive advantage?
Digital IT strategy: We help our clients create strategic advantage by building technology-enabled, agile operating models that are responsive to next-wave disruptors like Cloud and XaaS.
Partnerships: We maintain global alliances with the world’s leading technology players, who developed the best products and services for finance, HR, CRM, ERP and operations. Working together, we know how to get the best out of these applications so you can become leaner, smarter, faster and more agile. From strategy through to execution, we will be there every step of the way to ensure your organisation is ready for the digital age.
Cyber security: PwC experts aim to provide world class protection and resilience, relevant to the needs of our clients. Our approach to cyber security is built upon business understanding, combined with technology innovation and human insight.
Data and analytics: Vital for executives to be faster and more sophisticated when it comes to decision-making process. PwC knows the right mix of mind and machine to leverage data, understand risk and gain a competitive edge.
- Artificial intelligence: The risks and opportunities around AI, blockchain and whether it is the right time to move into it now - PwC has put together research and insights that will be able to guide your decision making process.
Publications
4 results
It’s time for consumer-centred metrics
Since 2010, PwC has annually surveyed over twenty thousand consumers around the globe to track shopping behavior. In this year’s survey, we reached out to more than 22,000 consumers in 27 territories across the globe, including 1,004 respondents from the Middle East.
Navigating the new retail reality
Change is the one constant for retail CEOs in the Middle East. Like retail leaders across the world, they must keep pace with new technology that is changing the way people consume products and services. But in the region, the changes go far beyond the disruption of online retailing: consumers are more price sensitive, they are less brand loyal and economies are reforming.
استكشاف واقع قطاع التجزئة الجديد
أجرت بي دبليو سي في عامي 2018 و 2019 بالتعاون مع دائرة قادة التجزئة عشرة مقابلات مع الرؤساء التنفيذيين في قطاع التجزئة في الشرق الأوسط للتعرف على وجهات نظرهم بشأن السوق وتوقعاتهم للسنة المقبلة.
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