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Customer Led Transformation


We believe that trust is the single most important currency you will use to create delightfully engaged customers  and long-term value for the businesses that serve them. 

We help you create a #TrustedCX and work with you to unlock 3 key value contributions. We harness business strategy, analytics and behavioural science to help you rapidly uncover opportunities to create a #TrustedCX.


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Issues you may be facing

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  • How do we build a customer strategy that delivers brand-defining customer outcomes.
  • How do we design user experiences and customer journeys that integrate across channels.
  • How do we go about building an enterprise-wide customer technology platform.
  • How can we transform customer and market data into actionable insight.
  • How do we reorient your operations around the customer.
  • How may we improve pricing and profitability.
  • How do we measure their ROI in customer experience excellence.


How we can help you

Organisations need to grow by better predicting and adapting to the changing demands of their customers: we deliver that growth through strategy-led and technology-enabled transformation that has a core focus on influencing the behaviour change of both your customers and employees.

How we deliver your growth:

Transform marketing impact and return on investment

Leverage your customer insight and proprietary channel optimisation tools to understand your audience and shift your marketing spend to deliver a more impactful return on investment. Transform your marketing function capabilities to match quantitative understanding with creative engagement of your customers.


Accelerate sales force impact across in-person and virtual working

Drive up retention and lower cost to serve

Use market-leading technology accelerators to innovate and strengthen your customer service through increased resilience, improved engagement scores, and lower overall cost to serve.


Differentiate your customer experience

Rethink and redesign your customer and employee experience strategy to best exemplify your brand purpose. Deliver differentiated engagement outcomes, based on ethnographic insight and behavioural economics.


Maximise your commercial potential

Leverage B2B and B2C pricing tools to create the insight and action to deliver direct measurable revenue and margin growth, alongside our global strategy-led and technology-enabled promotions practice.


Create faster and more impactful innovation

Use customer insight and agile design-thinking processes to speed up the build of products and services (and even entire new businesses). Accelerate your existing innovation and New Product Development approach or Build-Operate-Transfer entire solutions to deliver step changes in revenue growth.





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Contact us

Joven Pillay

Joven Pillay

Customer Strategy and Design Leader, PwC South Africa

Tel: +27 (0) 11 797 4214

Matthew Cook

Matthew Cook

PwC Salesforce Alliance Leader: Africa, PwC South Africa

Tel: +27 (0) 11 797 4907

Dilan  Radia

Dilan Radia

Partner, PwC South Africa

Tel: +27 (0) 11 797 4668

Contact us

Mark  O'Flaherty

Mark O'Flaherty

Africa Advisory Leader, PwC South Africa

Tel: +27 (0) 11 797 5885

Ricardo  Rosa

Ricardo Rosa

Africa Advisory clients and market Lead, PwC South Africa

Tel: +27 (0) 11 797 5602