Customer Experience Ready

Reimagining Customer Experience

March 13, 2025

In the face of changing customer expectations, rising economic pressures, and diverse generational and demographic needs, organisations are challenged with managing and meeting growing customer demands effectively. These challenges result in higher misroutes, decreased first-call resolution rates, and strained customer retention, amplified by workforce uncertainty and the complexity of integrating new technologies. Additionally, ensuring compliance and maintaining customer trust remain pivotal concerns in this rapidly evolving landscape.

94%

of customers say a positive customer service experience makes them more likely to make another purchase.

75%

of customers believe it takes too long to get a service response.

73%

of all people point to customer experience as an important factor in their purchasing decisions.

63%

of Millennials and Gen Z prefer to engage with organisations digitally.

Enhancing your customer experience is not just about addressing current needs—it's about anticipating future demands and positioning your brand as a leader in customer satisfaction.

Transform Your Customer Service with PwC and Microsoft’s Dynamics 365 Contact Center

The collaborations of PwC’s deep industry and tech knowledge with their Gold Partnership with Microsoft delivers, an AI driven digital solution, designed to streamline customer interactions and enhance service delivery across multiple channels including voice, chat, and email

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PwC and Microsoft announce strategic collaboration to transform industries with AI agents

PwC and Microsoft announced a strategic collaboration aimed at transforming industries with the power of AI agents. This collaboration seeks to harness AI's potential to drive business value, enhance customer engagement and streamline operations across various sectors.

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Agentic AI

Transform your first-call resolution across all engagement channels—social media, web, chat, voice, and text—to deliver unparalleled service excellence.

Strategically personalised and insightful, harnessing sentiment analysis and comprehensive customer 360 profiles to pinpoint sales opportunities and propose discounts for accelerated growth.

Redefine customer complaints management with AI-driven workflows that ensure efficiency gains, enhanced accuracy, superior customer satisfaction, and deeper insights.

Revolutionise HR processes with AI to offer exceptional employee experiences, craft compelling training programs for career advancement, all while upholding the highest standards of governance and compliance.

Increase efficiency with seamlessly integration to your ERP, empowering agents with enhanced visibility and robust support to effortlessly manage financial inquiries.

Contact us

Christina Mahimarajan

Director, PwC Australia

Tracey Kennair

Partner, Microsoft Alliance Lead, PwC Australia

Tel: +61 400 878 607