Overview
Your customer. B2B or B2C. Doesn’t matter. They’ve been forever altered by digital. They want—no. They expect everything faster. And better and cheaper. And more likely than ever to jump ship to get it. Getting and keeping them anchored means extracting insights from every experience. Every touch point.
Customer Service Strategy and Transformation
Helping clients redefine customer service as part of an overall strategy to achieve high performance
LEARN MORE
Latest Thinking
-
Stop listening to your customers (so much)
To provide an adaptable customer experience, companies need to learn what to tune out and what to tune into.LEARN MORE -
Trust in the digital age
Some companies are investing heavily in digital health to capture future value.LEARN MORE -
The C-level disruptive growth opportunity—Chief Marketing Officers: What your CEO might not be telling you
CMOs have a limited window of opportunity to claim disruptive growth and the CGO title.LEARN MORE -
From lip service to customer service
The digital age has upended how companies interact with customers.LEARN MORE -
Swift, agile and ruthlessly customer focused
What we can learn from digital innovation hubsLEARN MORE -
How trust can make or break competitiveness
Trust is vital in creating and destroying value—companies seeking digital transformation cannot afford to ignore it.LEARN MORE -
Money Mindsets: Customers think about money differently today. Banks must, too.
An appreciation of what customers value can revitalize relationships and growth strategies.LEARN MORE -
Fast and Fickle: How to keep your digital customers (GCPR POV #3)
Companies need to rebalance digital and traditional investments to drive growth.LEARN MORE -
Why do you think your digital customers are the most profitable? (2015 Global Consumer Pulse Research (GCPR))
Companies need to rebalance digital and traditional investments to drive growth.LEARN MORE -
The untapped win-win in self-service banking
Self-service leaders don’t act like banks. They act like digital entrepreneurs.LEARN MORE -
Answering the call for personalized customer experiences: Telco's need to step up or step out of retail
To grow their retail revenue, telcos need to shift their mindsets—and their selling models.LEARN MORE -
Front-line offense: Is your front office helping or hindering customer retention?
A proactive, digital operating model can morph your front office into a customer-service star.LEARN MORE
Client Case Studies
-
European Telco
Helping a European Telco with sales and service harmonization for competitive advantage.LEARN MORE
LEADERSHIP
"The Digital-Physical Blur is changing the entire front office and customer agenda—are you really future-ready?"
ROBERT WOLLAN
In the News
-
Loyalty is the new royalty—Product is not enough. Engagement is everything.
The Australian, April 2017LEARN MORE -
Australian CEOs don’t think CMOs can drive disruptive growth—Here’s how to change their mind
Marketing Magazine, January 2017LEARN MORE -
High drivers for change, low ambition: Australia’s energy reform train crash
RenewEconomy, December 2016LEARN MORE
WHAT’S NEXT
LATEST ON TWITTER
Do you know the number one thing that drives #customer loyalty? Find out via @AccentureStrat
Tweets by AccentureStrat