Mastering the art of engagement:

Experience consulting – Elevating every customer and user touchpoint

Speed. Convenience. Consistency. Friendliness. And a human touch integrated with technology – all empowering your employees to deliver exceptional customer experiences.

Our Capabilities and Offerings

xLabs

Dream, design, build, and solve in our bespoke spaces

PwC Middle East guides organisations along their transformation journeys through our bespoke Experience Labs and Innovation Centres. These customisable environments maximise possibilities for ideation, collaboration, and creation – aligning with market trends that demand innovative thinking and creative problem-solving.

Dream, design, build, and solve in a zone that enhances creativity, supports strategic alignment, and accelerates transformational projects.

The difference

Synergise strategy and supercharge innovation in our DesignShops

We challenge conventional thinking, supercharging innovation through world-class facilitation. PwC Middle East helps clients design salient experiences, transforming concept to reality in bespoke DesignShops.

Synergise strategy, ignite innovation, and inspire impact.

Citizen experience

Boost public engagement and trust with a citizen-centric approach

PwC Middle East guides governments to reimagine citizen experiences. We leverage the Digital Government 5.0 model to enhance public engagement, streamline information access, and build public trust.

Boost public engagement, trust, and transparency by addressing common challenges through a citizen-centric approach.

Visitor experience

Co-create immersive, profound visitor experiences beyond expectations

Engaging journeys lead to profound destinations. PwC Middle East aids the conceptualisation of visitor experiences that align with a changing demographic, technological, and travel landscape.

Adapt to changing expectations, providing profound and immersive destination experiences that resonate with visitor wants and needs.

Emerging technology experiences

Meet the meta twin: Our cutting-edge tech blend

Leverage the next evolution of the internet, Web3 with the meta twin. We combine the immersive virtual environments of the Metaverse with the real-time simulation and monitoring capabilities of digital twins, revolutionising the connection between the digital and physical worlds.

Next-gen digital interaction, combining immersive experiences and real-time simulations that enhance engagement – whatever the environment.

Experience strategy

Comprehensive CX strategies build loyalty and satisfaction

Our comprehensive Customer Experience (CX) strategies ensure exceptional interactions at every touchpoint. By understanding customer needs, expectations, and emotions, PwC Middle East crafts experiences that drive loyalty, satisfaction, and advocacy.

Enhanced differentiation leads to greater customer loyalty, boosting lifetime value and revenue. Simultaneously, employee engagement and retention improve, creating a positive impact on your entire organisation.

Customer Experience Insights (CXI)

Insight powers growth and safeguards your reputation

Unlock a deeper understanding of your customers with customer experience Insights (CXi). By identifying their needs, we shape projects, products, and services that exceed expectations, fuel growth, and strengthen your reputation.

Enhanced customer insights drive personalised experiences, real-time improvements, and informed, data-driven decisions. CXi boosts loyalty, elevates quality, and maximises ROI.

Fan experience

Build environments that make memories

PwC Middle East helps organisations craft unforgettable fan experiences at stadiums, entertainment events, and festivals. We adapt to fan expectations, creating immersive, exceptional environments.

Create memorable environments that engage and satisfy fans, enhancing their overall experience.

Platform experience

User-centric design drives seamless interaction

PwC Middle East helps transform interaction platforms with world-class design and build capabilities. We make complex ecosystems accessible across organisations, creating seamless experiences for business partners, providers, and beneficiaries.

Achieve business objectives with user-centric design, improved autonomy, clearer governance, and enhanced engagement.

MarTech

Leveraging technology to make your message (better) heard

We help businesses integrate a broad range of marketing technologies (Martech) to drive growth and innovation. PwC Middle East leverages CRM software, email marketing tools, social media management platforms, SEO tools, CMS/DXP technologies, and analytics tools to enhance digital marketing strategies.

Enhance customer understanding, improve personalisation, facilitates real-time improvements, supports scalability, and support data-driven decisions.

Design as a Service

UX and UI for maximum impact

PwC Middle East provides end-to-end UX/UI design solutions through our Design Agency-as-a-Service. We adhere to best-in-class design language and principles, offering concept prototyping, usability testing, and design assets for digital campaigns.

Facilitate strategic alignment, enhance innovation, and support impactful solutions through seamless user-centric experiences.

National platform experience

Creating engaging experiences that meet citizen needs

We transform your national digital vision into reality by designing engaging experiences, intuitive interfaces, and interactions that resonate with your target audience. Leveraging cutting-edge technologies and best practices, we help you strengthen and elevate your digital presence.

Boost governmental performance and compliance, improve service quality and citizen satisfaction, and achieve national objectives through streamlined, effective digital platforms.

Our impact

Cultivate innovation

Developed a strategic roadmap and retail concepts, gained insights from keynote discussions on retail's future and created initiatives to advance the store of the future and consumer data.

Developed a vision and strategic direction for a unique digital experience centre, including an operating model, roles, partnerships, services, processes metrics, and a creative brief for zones.

Defined the strategic and operational model for an executive briefing centre, outlining key services, processes, roles, responsibilities, and allocated zones.

Reimagine experiences

Assessed and revamped our client's employee experience across the entire lifecycle, from pre-recruitment to off-boarding, and designed a prototype for the digital touchpoint.

Developed diverse homeowner profiles, detailed the current buyer journey, identified innovation opportunities, and created a roadmap based on market analysis to optimise the sales experience.

Mapped investor journeys across 26 sectors. Developed a digital platform, prototype, and guidelines with communication packages for an optimal investor experience.

Accelerate design and delivery

Transformed external beneficiary experience with a unified solution, developed human-centric design, user journeys, and specifications for platform build and go-live.

Defined user needs, designed and implemented a highly accessible, intuitive digital participation platform for seamless user engagement.

Created a unified platform for government services by identifying impactful customer journeys, analysing services, simulating business operations and auditing DLS and UX components.

Emerging experiences

Conducted a real-life walkthrough of a nation-wide festival, mapping the experience through persona, event lifecycle, and initiative lenses to create a 360-degree immersive experience.

Characterized public persona, mapped personalized user journeys, and provided a strategic roadmap for an immersive app to enhance booking and services for racing events.

Created a virtual tourism experience in the Metaverse and an exhibition booth, promoting destinations and inspiring travelers with an immersive preview of future travel opportunities.

Insights and stories