Buyer experience and entrepreneurial agility are key components of business models that focus resolutely the customer. Why?
The customer experience has become more important, ecosystems have evolved and geo-economic changes have become more volatile. This forces companies to react flexibly to change. First, they have to establish short decision-making paths, form alliances and partnerships, and minimise interfaces. Second, they need to adapt their way of thinking and culture by continuously learning, strengthening their leadership culture, forming flexible team structures, as well as taking Gen Z into account in the ways and means they create value.
How client-centric is PwC?
Customer centricity is part of our corporate culture. Together with our clients, we conduct immersion sessions and accompany them with flexible methods and workshops in their quest for new business models. Moreover, through rapid prototyping, we make the customer experience and new business models tangible for the consumer. We listen carefully to our clients and grasp where they stand within their transformation. Based on these findings, along with our industry-specific experience and the innovative symbiosis we share with the client, we develop business cases with joint investments and joint returns. Together, we also build databases and platforms that can involve the inclusion of third-party partners and the formation of alliances. And finally, we set a good example: we invest a lot of time in the training of our people and entrust young, dynamic employees with responsibility for addressing today’s digitalisation issues.