Experience Consulting Malaysia

The client needed help to drive long term initiatives which is to improve their customer experience and increase customer value. We designed a new customer strategy starting from the analysis of real customer needs and behaviours which included customer journey mapping. By using a holistic approach that combines quantitative and qualitative methodologies, we helped the client in redesigning their loyalty strategy and creating a Loyalty Club for their customers.

The client needed to launch a digital challenger bank focusing on retail banking offerings with an increased ease of banking, broader product types with competitive pricing strategy as well as building a technology platform to facilitate these offerings. We assisted the neo bank towards key deliverables in their digital banking application including a business capability model, digital business model & strategy, component architecture, delivery methodologies and application architecture. The neo bank is the first digital challenger bank in Australia.

Our US fintech client wanted to enter the South-East Asian market through an application for the Singapore’s digital banking license. They required local expertise on regulations, customers and business models. They engaged us to help them create the framework for their go-to-market approach in Singapore. We designed a specially curated workshop to challenge and question our client’s existing business model, approach and market. We gathered key insights into the company’s challenges, value proposition and aspirations in Singapore. Post immersion session, our client looked at how they can leverage on their existing infrastructure in Malaysia to set up a presence in Malaysia & SEA. Our immersion session allowed the client to identify their priorities and possible partnerships to establish their presence in the region.

The virtual banking license had just been released in Hong Kong. Some banks and non-banks needed help to apply for the virtual banking license. Our contribution included helping banks throughout the application process to prepare for and obtain licenses from HKMA and BNM, provide holistic knowledge and competitive insights of other Virtual Banks in the region and provide advice on designing a virtual bank that is “fit-for-purpose” in a local context. The result of PwC’s expertise contributed to 6/8 of the banks that were awarded the digital banking license.

A beverage maker wanted to enhance its customer experience strategy and develop a more personalised loyalty programme. PwC created journey maps, assessed opportunities to transform its digital organisation, and evaluated more than 25 loyalty programme elements. As a result of our work, the client is now delivering a seamless experience across all channels, its customers’ mobile purchases increased by 22 per cent, and its membership and loyalty are estimated to be up double digits over the next five years.

Agents and policyholders didn’t really use their website other than to login to a portal, and the site didn’t give potential employees a great first impression. Our client was not only looking to leapfrog their current public facing website, but significantly strengthen their brand while delivering measurable data. PwC developed a new, digital approach that reflected this culture while advancing their future business needs. With a sleek, modern, responsive design and a clear articulation of what sets our client apart from competitors, the site engages everyone from agents, potential business partners, and current policyholders to teammates (employees) and job seekers. Our client’s deep expertise and familiarity with their customers’ business, industry, and location shines through across the site, connecting them to their customers on a more human, relatable level.