Mastering the Art of Experience:

Experience Consulting - Elevating every customer and user touchpoint

Speed. Convenience. Consistency. Friendliness. And a human touch applied to technology, all of which equips your employees to serve up enhanced customer experiences.

Our Capabilities and Offerings

xLabs

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

PwC guides organizations along their transformation journeys through our bespoke Experience Labs and Innovation Centres. These customizable environments maximize 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 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 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 aids the conceptualization 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, through the Meta-Twin. We blend the Metaverse's immersive virtual environments with Digital Twins' real-time simulation and monitoring of physical objects, revolutionizing the digital – and physical.

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

Comprehensive Customer Experience (CX) strategies enable exceptional experiences at every touchpoint. By identifying customer needs, expectations, and emotions, PwC’s approach drives loyalty, satisfaction, and advocacy.

From a customer standpoint, loyalty rises following improved differentiation – resulting in increased lifetime value and revenue. Meanwhile, employee engagement and retention are enhanced.

Customer Experience Insights (CXI)

Understanding drives growth and protects reputation

Understand your customers better through Customer Experience Insights (CXi) – driving new projects, products, processes, and services that exceed expectations, unleash growth and protect your reputation.

Enhanced understanding of customer needs enables personalized experiences, real-time improvement, and data-driven decision- making. CXi drives loyalty, quality, and ROI.

Fan Experience

Build environments that make memories

PwC helps organizations 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 helps transform interaction platforms with world-class design and build capabilities. We make complex ecosystems accessible across organizations, 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 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 personalization, facilitates real-time improvements, supports scalability, and support data-driven decisions.

Design as a Service

UX and UI made to make an impact

PwC offers comprehensive UX/UI design deliverables through our Design Agency-as-a-Service. We adhere to 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 experiences.

National Platform Experience

Engaging experiences that meet citizen needs

Transform national platform digital vision into reality by creating engaging digital experiences, intuitive interfaces and interactions that resonate with a target audience. We utilize cutting-edge technologies and best practices to help you maintain and enhance your digital presence.

Enhance governmental performance and compliance, improve service quality and satisfaction, and achieve national goals through streamlined 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 Center, 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 Center, 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 optimize 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 & 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, analyzing 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 & Stories