Experience Consulting

In a nutshell

We are the PwC Experience Consulting Team, rated by Forrester as a ‘leader’ in global digital experience agencies.

We have delivered 5,000+ customer-led transformation projects globally across the retail, FMCG, fashion, finance, banking, insurance, healthcare, pharma, auto and other sectors.

We belong to a family of Experience Consulting teams located across the globe.

Growth Through Experience

06/02/24

We organised a Growth Through Experience (GTX) event in Mumbai, packed with insightful fireside chats, keynote talks and panel discussions. Leaders from the industry came together to speak about Gen AI, navigating the changing landscape of consumer loyalty and influencer engagement, paradigm shifts in MarTech and unlocking the power of hyper-personalisation. It was an excellent opportunity to network and forge professional relationships with clients, share experiences and soak up inspiration which made GTX a success!

Our north star

Good is passé. We aim to deliver customer experiences that are nothing less than WOW.

Customers that have an ‘exceptional experience’ vs a ‘very good experience’ are:

The bottom line is,

if your customers are not WOW-ed every time they interact with your brand, you are at a significant risk of losing market share and mindshare.

2.1x

more likely to recommend your brand.

1.5x

more likely to prefer your brand over others in the market.

2.2x

more likely to use your brand again.

The winning mantra

So how might we create an exceptional experience?

Exceptional experiences are born when we understand customer needs.

We have found that the most effective way to unravel what customers really need, is to keep an open mind. Rather than seeking answers, we focus on finding answers.

When we find answers, we read between the lines and unlock new possibilities that were earlier tucked away. This enables us to craft the best possible outcomes tailored to meet customer needs.

We have found that the most effective way to unravel what customers really need, is to keep an open mind. Rather than seeking answers, we focus on finding answers.

When we find answers, we read between the lines and unlock new possibilities that were earlier tucked away. This enables us to craft the best possible outcomes tailored to meet customer needs.

Seeking means: to have a goal; but finding means: to be free, to be receptive, to have no goal.

- Hermann Hesse

What we do

Our work is grounded in solving the biggest challenges of our age and re-envisioning a stronger future. We use a human-centric approach to ensure we deliver business outcomes that are meaningful as well as memorable; that appeal to the pocket, heart and the mind - all at the same time.

Researching, imagining, making and testing. We put the Xin BXT.

B

Business

How you build value

More

X

Experience

What people remember

More

T

Technology

How you make it real

More

Our focus offerings

What we help our clients gain?

REVENUE GROWTH. REPUTATION GROWTH. RETENTION GROWTH. REVENUE GROWTH. REPUTATION GROWTH. RETENTION GROWTH. REVENUE GROWTH. REPUTATION GROWTH. RETENTION GROWTH. REVENUE GROWTH. REPUTATION GROWTH. RETENTION GROWTH.

Centrestage

PwC's Growth Through Experience (GTX) event highlights

06/02/24

PwC India organised a Growth Through Experience (GTX) event in Mumbai, packed with insightful fireside chats, keynote talks and panel discussions. Leaders from the industry came together to speak about Gen AI, navigating the changing landscape of consumer loyalty and influencer engagement, paradigm shifts in MarTech and unlocking the power of hyper-personalisation. It was an excellent opportunity to network and forge professional relationships with clients, share experiences and soak up inspiration which made GTX a success!

Leading construction equipment manufacturer

PwC created a B2B commerce platform for Tata Hitachi Construction Machinery Ltd. products and spares. We ploughed the competition and bagged the SAP Ace Award 2021 in the category of ‘best customer experience management’.

Perspectives

Our thought-pieces are brain candy for those looking to move the needle. From design thinking to customer experience, get wind of fresh new perspectives.

Which one will inspire your next brainchild?

What lights our way

Everything we do is centred around the three core attributes.

Agile

Perfection is the enemy of progress. We take risks, we try, we fail, we learn, we iterate, we progress.

Dreamers

When we are bogged down with a challenge, we don’t let roadblocks hold us back. We continue to push the barriers and design our wildest dreams.

Lionhearted

We aren’t afraid to dive into an uncharted territory because we know that sometimes we have to break the mould to truly grow.

Meet the team

We’re a close-knit team of curious innovators, agile shapeshifters and brave rebels. We seek inspiration from everything around us - skateboarding or vision boarding - it’s all a learning.

Prateek Sinha

Partner, PwC India

Prateek heads the experience consulting (XC) practice at PwC India. He helps clients create new products, services and experiences. Prateek leverages design and design thinking to deliver growth in revenue, reputation and retention.

Prateek Sinha

Partner, PwC India

Prateek heads the experience consulting (XC) practice at PwC India. He helps clients create new products, services and experiences. Prateek leverages design and design thinking to deliver growth in revenue, reputation and retention.

His experience in delivering transformational initiatives with tangible business results across the US, Europe and Asia-Pacific, makes him an 'innovation-cyclotron' for clients. His passion and ambition to be the world’s most “wicked” problem-solver is truly infectious.

Deepak Gaur

Director, PwC India

Deepak Gaur is a design thinking practitioner, specialising in experience consulting services. He leads digital and strategy initiatives that take organisations a step closer to delighting consumers.

Deepak Gaur

Director, PwC India

Deepak Gaur is a design thinking practitioner, specialising in experience consulting services. He leads digital and strategy initiatives that take organisations a step closer to delighting consumers.

He has worked on engagements around new market entry, growth strategy, digital transformation and cost reduction for clients across India, US and Europe. Deepak has served multiple industries including retail, CPG, EPC, power, consulting, media and entertainment, banking, finance, energy, and oil and gas, among others.

Sudip Gupta

Director, PwC India

Sudip specialises in experience consulting services, doubling down on ecommerce. He clubs his domain expertise in retail with a human-centred mindset to bridge the gap between business, experience and technology.

Sudip Gupta

Director, PwC India

Sudip specialises in experience consulting services, doubling down on ecommerce. He clubs his domain expertise in retail with a human-centred mindset to bridge the gap between business, experience and technology.

Sudip drives 'growth through experience’. He excels in reframing and solving business challenges using a creative mindset. He dons several hats; that of design, strategy, operations, technology, and finance to make solutions more meaningful, memorable and viable.

Kunjal Thakkar

Director, PwC India

Kunjal has 14 years of experience in strategy and business consulting across retail, banking and financial services and pharma clients in North America, Europe and India.

Kunjal Thakkar

Director, PwC India

Kunjal has 14 years of experience in strategy and business consulting across retail, banking and financial services and pharma clients in North America, Europe and India.

She is passionate about emerging digital disruptions across industries. Over the last few years Kunjal has used the design thinking approach in several large transformation projects. Kunjal believes that a successful business is one that is consumer centric. She loves to solve some of her client’s most wicked problems, keeping the end consumer as the focal point.

Abhijit Bharatkumar

Director, PwC India

Building the next gets Abhijit out of bed each day. As one of PwC’s top experts on design thinking and experience strategy, Abhijit creates meaningful and memorable futures for his clients’ customers, employees and partners.

Abhijit Bharatkumar

Director, PwC India

Building the next gets Abhijit out of bed each day. As one of PwC’s top experts on design thinking and experience strategy, Abhijit creates meaningful and memorable futures for his clients’ customers, employees and partners.

His 14 years of experience spans digital transformation, employee experience, customer experience and new product development and go-to-market strategy topics. He has served several industries including IT/ITeS, Financial Services, Manufacturing, FMCG and Government.

Sujatha Menon

Associate Director, PwC India

Sujatha is a versatile, innovative and committed professional with two decades of experience spanning multiple industries including broadcast media, publishing, FMCG, education and logistics.

Sujatha Menon

Associate Director, PwC India

Sujatha is a versatile, innovative and committed professional with two decades of experience spanning multiple industries including broadcast media, publishing, FMCG, education and logistics.

Her areas of expertise include design strategy, ethnography, client relationship management and business development. She has an intuitive understanding of her client’s requirements and is passionate about conceiving and developing global consumer products and services with a focus on digital platforms.

Anshumala Srivastava

Associate Director, PwC India

Equipped with an MBA in marketing and luxury business from SDA Bocconi, Milan, Anshumala has spent over a decade leading digital marketing and brand strategy.

Anshumala Srivastava

Associate Director, PwC India

Equipped with an MBA in marketing and luxury business from SDA Bocconi, Milan, Anshumala has spent over a decade leading digital marketing and brand strategy. She has taken things from zero to one and beyond for emerging startups including Furlenco and established brands in sunshine areas including Adidas and BVLGARI (LVMH group) among others.

Anshumala started Conosh, which grew to become India’s largest P2P food sharing platform. As a design thinker and storyteller, she strives for those "a-ha" moments that create memorable brand experiences. This has won her various accolades including "35 Under 35" by Entrepreneur India.

Vatsala Trivedi

Associate Director, PwC India

Vatsala has a degree in social psychology and has been a seasoned qualitative researcher. She has helped big brands solve their business problems in the most creative and impactful way possible, keeping consumers at the heart of every research conducted.

Vatsala Trivedi

Associate Director, PwC India

Vatsala has a degree in social psychology and has been a seasoned qualitative researcher. She has helped big brands solve their business problems in the most creative and impactful way possible, keeping consumers at the heart of every research conducted.

Through her career as a qualitative specialist, she has worked across many sectors like confectionery, oral care, personal care, media, finance and technology. Currently in her avatar as a design strategist, she delivers cutting edge solutions to enable successful digital transformation across sectors for PwC clients.

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Experience Consulting

In a nutshell

Growth Through Experience

Growth Through Experience

Our north star

The winning mantra

Seeking means: to have a goal; but finding means: to be free, to be receptive, to have no goal.

What we do

Researching, imagining, making and testing. We put the Xin BXT.

Business

Experience

Technology

​​​​​Our focus offerings

What we help our clients gain?

REVENUE GROWTH. REPUTATION GROWTH. RETENTION GROWTH. REVENUE GROWTH. REPUTATION GROWTH. RETENTION GROWTH. REVENUE GROWTH. REPUTATION GROWTH. RETENTION GROWTH. REVENUE GROWTH. REPUTATION GROWTH. RETENTION GROWTH.

Centrestage

PwC's Growth Through Experience (GTX) event highlights

Growth Through Experience

Leading construction equipment manufacturer

​​​​​Perspectives

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What lights our way

Agile

Dreamers

Lionhearted

Meet the team

Prateek Sinha

Prateek Sinha

Deepak Gaur

Deepak Gaur

Sudip Gupta

Sudip Gupta

Kunjal Thakkar

Kunjal Thakkar

Abhijit Bharatkumar

Abhijit Bharatkumar

Sujatha Menon

Sujatha Menon

Anshumala Srivastava

Anshumala Srivastava

Vatsala Trivedi

Vatsala Trivedi

Get in touch

Looking to turbo charge your customer experience?

Strap in and let's go!

We welcome your comments

Our focus offerings

Perspectives