Customer Insight & Growth Strategy
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.
CAPABILITIES
Sales Strategy and Transformation
Helping clients achieve sustained sales growth
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Customer Service Strategy and Transformation
Helping clients redefine customer service as part of an overall strategy to achieve high performance
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Pricing and Commercial Strategy
Helping clients achieve increased revenues and profits through our approach to pricing strategy and execution
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Marketing Strategy and Transformation
Providing innovative marketing strategy to drive profitable growth through leading-edge digital and physical customer experience
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Latest Thinking
From me to we: The rise of the purpose-led brand
Brand purpose gives companies the competitive advantage in crafting brand identity, increasing customer retention & building a loyal customer base.
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Quartile Zero: Zero-based thinking
Quartile Zero, which is at the heart of a zero-based approach to spend, is a dramatic shift away from a traditional comparative approach.
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Data quality as competitive advantage
Improvements in data quality can reduce financial and operational risks, allowing an organization to implement accurate business insights.
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Utilities companies: Fast track market expansion
Accenture Strategy research found that 55% of utility executives expect their market expansion in 2020 to come from new products using SaaS.
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The bottom line on trust
Accenture Strategy's Competitive Agility Index quantifies the impact of business trust on the bottom line.
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Three things ecosystem masters get right
Learn what 3 things ecosystem masters are doing right in order to help make strong market plays that drive disruptive growth.
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Autonomous driving: The emerging battlefield
As the technology matures, profits have already started shifting toward mobility and connected service providers.
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Tackling the cost of a 5G build
5G will fuel the next generation of business models—transforming how we work and play globally.
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The next chapter in customer transformation for utilities
Read the BizTech Byte on the next chapter in customer transformation for utilities.
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AI – a retail growth opportunity hiding in plain sight
Retail AI will extend across the value chain transforming marketing, merchandising, customer engagement and supply chain. Consider the possibilities.
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Is your eCommerce parts strategy stuck in low gear?
OEMs need to move aggressively to meet the end-customer expectations and capture their loyalty.
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Measurement & visibility: Two sides of the channel spending coin
Learn what your company can do to evaluate and integrate with growing partner ecosystems more easily. Read Accenture Strategy's Kimberly Bryant's BizTech Byte.
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The front office: Where profits go to die
The front office is responsible for growth, profitability and trust. But it is unprepared for this mission.
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Exceed expectations with extraordinary experiences
How companies can exceed customer expectations with extraordinary customer experiences. Read the Accenture Strategy research.
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Better 2 Best
Ninety percent of B2B executives cite CX as a very important factor to achieving their organizations’ strategic priorities. That’s up from 86 percent who felt that way two years ago.
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Put your trust in hyper-relevance
Companies focusing on delivering hyper-relevant Customer Experience based on a deep understanding of the context in which consumers make purchasing decision.
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Customer centricity: Must-have or a waste of energy?
Consumer demands on utilities are far different than on most other industries because energy purchases are considered more and more as a basic commodity.
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What’s your company’s AI IQ?
Using AI to its full sophistication is key to leapfrogging competitors.
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Live the growth dream in Asia
Go digital to unleash $4 trillion in new consumer goods spending.
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A new slice of PII
As personal data becomes currency, governments give consumers reign over it
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The C-level disruptive growth opportunity
CMOs have a limited window of opportunity to claim disruptive growth and the CGO title.
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Customers think about money differently today. Banks must, too.
An appreciation of what customers value can revitalize relationships and growth strategies.
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Yesterday’s customer service agent... tomorrow’s empathetic advisor
The digital banking relationship center of the future
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Monetizing the middle: Tapping $12 billion in the life insurance middle market
A changing consumer and digitization advances make a profitable middle-market strategy timely.
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Are you prepared to sell in the age of distraction?
A shift to Outcome Selling can help sales teams regain their focus—and their sales momentum.
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Answering the call for personalized customer experiences
To grow their retail revenue, telcos need to shift their mindsets—and their selling models.
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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.
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Digital disconnect in customer engagement
Companies need to rebalance digital and traditional investments to drive growth.
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The key to sales productivity and growth? Spend less time selling
Leaders spend less time selling products and more time delivering customer experiences (CX).
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Patient loyalty: It’s up for grabs
Today’s patients are retail-savvy consumers. Do you know what it takes to win their loyalty?
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The untapped win-win in self-service banking
Self-service leaders don’t act like banks. They act like digital entrepreneurs.
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On-demand is in demand
No incumbent is safe, it’s time to enhance customer experiences with lifestyle offerings.
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Satisfy the craving for insurance personalization
What will it take to deliver highly relevant, engaging and valuable customer experiences across all channels?
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Managing the B2B customer experience
Do enough to make an impact or don’t bother doing anything at all.
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Service is the new sales. Are you ready to seize this opportunity?
In today’s always-on world, growth is dependent on service experiences that keep customers engaged—and spending more.
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Battle Royale: Has low price finally met its match?
Companies and customers are locked in a price battle neither side can win. The stakes are high.
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A disruptive value stream for banks–Creating customer value ecosystems
How banks can move from transactional providers to build trust, loyalty and differentiation.
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Re-energizing the new energy consumer
Three ways utilities can use data to ignite customer relationships in the digital age.
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Powering profitable sales growth: Five imperatives
Agile selling helps companies achieve profitable sales growth.
Playing to win with social media
Companies can keep pace with today's all-powerful and ever-changing consumers by adopting a new customer model that leverages social media.
Client Case Studies
European Telco
Helping a European Telco with sales and service harmonization for competitive advantage.
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LEADERSHIP
"It's time for companies to reimagine the next version of themselves and put tomorrow's customer needs at the heart of their decision making."
BILL THEOFILOU
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