Connect with execs from Axios, The New York Times, Paramount and more.
“Everyone talks about being client-centric,” said Citi Ventures head Vanessa Colella.
That may be true, but banks are only now starting to put people in charge of quality control.
A number of PwC’s financial services clients have begun making a real shift from just talking about the customer experience to making it a step in some decision making processes. (PwC declined to identify any of them.) The shift is similar to that of technology leaders, who after moving up to the C-suite has become more of a centralized authority in order to bring consistency to the technology decisions that take place across all businesses.
“Historically [experience strategy] has been the purview of design groups or marketing organizations that was embedded into everyone’s job,” said David Schiff, a principal at PwC whose practices focuses on digital and customer-driven transformations. “There’s a much greater sense of responsibility and accountability now starting at the top and driving all the way through.”
More in Marketing
NASCAR rebuilds its commercial engine to tempt back motorsports fans
Behind the scenes, the motorsport and racetrack business hopes a commercial refit and consumer-facing hero campaign can help it hold the line amid F1’s growing U.S. popularity.
To manage 300,000 creators, Unilever automates everything but the relationship
Unilever is using AI to vet creators and automate workflows as it scales a 300,000-creator network without handing over creative decisions.
Nike versus Adidas: Who’s spending more in race to claim the World Cup crown?
With the World Cup at the midway point, ad spend estimates show the apparel rivals taking opposite tacks in their media approaches.