Noted as Best in Class for internal client insights and for strategy
PwC was named a leader in The ALM Vanguard of Service Operations Consulting Providers. Via this report, ALM assesses firms in terms of their relative ability to create impact for their clients.
The customer experience industry continues to evolve due to increasingly robust digital capabilities and the diverse choices available to customers. Companies can access customer data in new and exciting way. In order to meet these opportunities and face potential challenges, customer service strategy must go beyond front-line customer interactions and extend to back-office strategy.
The ALM reports states, “With an understanding of clients’ needs to balance cost to serve and customer experience, PwC provides strong service operations advisory that effectively integrates people and technology into a cohesive, efficient, and agile operating model. The firm’s significant breadth of capabilities, in addition to industry specific expertise, complements its advisory in this area, creating strong tailored solutions sustainable long after the end of the consulting engagement.”
The report goes on to highlight PwC as Best in Class for internal client insights and strategy. On the former, Matthew Merker, author of the report notes, “PwC provides thorough analysis of internal client capabilities from a people, technology, and process perspective. In doing so, the firm provides strong as-is assessment capability that provides the foundation for effective strategy development.” And on the latter, “Driven through strong internal client capability assessment, PwC provides in-depth strategy development for service operations. The firm’s Fit for Growth strategic approach is well received by clients, creating efficiencies that reduce costs while improving the overall customer experience.”
Merker, also states, “In a volatile customer market, PwC assists clients in developing agile operating models that incorporate people and technology to create a strong service operations backbone that is able to provide the front office with the necessary support to deliver against increasing customer service expectations, while at the same time a lean operation that effectively manages back office quality and cost to serve by market and customer segment.”
Merker goes on to say, “Additionally, PwC’s industry-specific integrated solutions provide clients with transformation accelerators, using best practices, capabilities and benchmark databases, advanced analytics and other tools to jump start transformation efforts across the full range of strategic, operational, and technology needs.”
Thom Bales, PwC partner, remarked, “We are honoured to be recognized for our work in the Customer Service Operations consulting space. At PwC we take a holistic view of customer service operations because we understand that good service begins at the planning stages, must be embedded in strategy and be executed and delivered every day on the front-lines of a business.”
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