Customer Transformation

Improve your customer relationships – grow your business

Customer Transformation is all about putting your customer first. Let your customers see and experience how important they are by offering them a unique, tailor-made experience throughout their entire customer journey. This seems obvious, but requires organisations to have a clear strategy, including a translation into your customer processes and systems. In some cases, this means that you, as an organisation, have to transform. Whatever your transformation path looks like and whatever stage you are at, we can offer you some guidance.

Publication "The Evolving Customer: Profile of a Winner"

What makes some businesses rise above the rest in the ‘next normal’?
For one, they’re well advanced in their digital and customer transformation journeys. But the key success factor is that they’re making the right investments, breaking down silos and integrating capabilities to deliver the services their customers want.

Download the publication

Our services

Our Customer transformation services involve the full range of services that can help you put the customer first. These include new strategies, processes and technology - from marketing and sales to pricing, distribution and service using our digital solutions. Our experience shows, however, that technology is not enough: the magic of your customer-centric approach only unfolds if you get the mix of business change and people engagement right so that the technology will be embraced by your people to make a difference. Real transformation happens when technology, business and people unite to create a better experience for everybody.

Tech alliances

Growing your business in today's disrupted and ever-changing world can be though. Customers are demanding faster, more personalized user experiences. Business processes that once were cumbersome can now be automated. Operational efficiency has become paramount.

Your business transformation needs are why we've developed strong alliances with a number of technology firms. By combining PwC's expertise and our Alliance partners' technology, we can help you solve your most critical business issues. Whatever your focus - moving to the Cloud, greater innovation, or business transformation - PwC and our Alliance partners are here to help.

More about our tech alliances

"PwC's mission is to help companies innovate and increase growth. Our Alliance ecosystem does just that by allowing us to take your company to the next level."

Timo Koenen, Customer Transformation partner PwC

Speech intelligence

With the use of second generation speech intelligence we can truly unlock the full potential of human-to-human interaction. Being able to decipher relations between conversation and business metrics starts with understanding what the customer really needs. Reducing costs and workload stress and improving compliance in interaction centers and beyond.

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How can we help?

For your customer transformation, we combine in-depth knowledge of your sector with our broad experience with commercial excellence and omnichannel customer engagement. We bring this together with the best technological solutions from all major providers. In addition, we ensure that your people function optimally in the transformed organization. From strategy to implementation, this is how we help you with customer transformation.

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Contact us

Timo Koenen

Timo Koenen

Partner, PwC Netherlands

Tel: +31 (0)63 987 30 65