TECH SUPPLIER Oct 2019 - Market Perspective - Doc # US45567819

PwC in India: Helping Clients in a Truly Mass Market

By: Douglas HaywardResearch Director, Worldwide Digital Strategy and Agency Services

Abstract

This IDC Market Perspective discusses IDC's mid-September 2019 visit to PwC's experience center in Gurgaon, near the Indian capital of New Delhi. This visit included talking to PwC clients and to executives of the firm, such as senior partners with Indian, regional, and global responsibilities. The firm in India is going through a rapid adoption of PwC's global BXT (business, experience, technology) philosophy. A notable aspect of this is a stronger emphasis on "platforms," which are IP-based managed business services that likely hold strong potential in developing economies such as India. Overall, PwC clients described strengths including a willingness to listen, client centricity, flexibility, technical and business expertise, and a deep understanding of the client as well as its industry sector.

"PwC needs to continue its journey globally toward a more CX-centric view of its client's business opportunities and challenges," said Douglas Hayward, IDC research director for Digital Strategy and Agency Services. "This goes hand in hand with the shift toward more creative and challenging ways of engaging with clients."


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