PwC UK and TheyDo partner to help enterprises maximise ROI from customer experience investments

Today, we're announcing a strategic collaboration with PwC UK that will help enterprises realise more value from their Customer Experience (CX) investments.

By combining PwC's Growth through Experience (GtX) model, which links investing in CX to measurable business outcomes (revenue, retention and reputation), and TheyDo's AI-powered Journey Management Platform, we're enabling business leaders to translate customer insights into CX opportunities that drive growth.

The challenge: From data overload to actionable experience intelligence

Today’s modern enterprise has more tools at its disposal than ever before to listen to, learn from, and adapt to changing customer needs, yet many struggle to realise the full value of their investments in teams, technologies, and ways of working.

Our research found that over half of executives are overwhelmed by data volume, and as the tsunami of AI-generated data accelerates daily, many organisations find themselves underwater. Leaders need a way to separate the signal from the noise and determine what to invest in. What aspects of the CX do customers value most? What makes them stay? What makes them recommend? PwC’s CtX model connects enterprise customer data to the customer experience behaviors that we know build brands, and together, PwC and TheyDo enable clients to make experience-related data actionable at scale.

A partnership rooted in proven success

This collaboration builds on PwC's successful internal adoption of TheyDo's AI-powered platform in order to streamline CX delivery in early 2024. Since then, the firm has successfully demonstrated the potential to combine its proprietary strategic frameworks —like GtX— with TheyDo's industry-leading technology, enabling its practitioners to meaningfully shorten the time to insight, and value, on a wide range of client engagements. PwC’s clients gain deeper and broader insights faster, while maximizing the impact of every pound spent on experience-led growth.

"TheyDo has been a game changer for us.," said Roger Gagnon, Chief Experience Officer at PwC UK. "By combining our world-class insight, CX strategy, design, build and run capability with TheyDo’s scalable, AI-driven approach to CX intelligence and journey management, we are bringing the best of design, and the best of technology to bear on our clients’ toughest problems at a time when we know they need us the most."

"PwC set the benchmark for connecting customer experience to business growth," said Jochem van der Veer, CEO of TheyDo. "By embedding their GtX methodology in TheyDo, they've shown how research can be transformed into a framework to accelerate growth. Now, together, we're bringing that value to enterprises, turning complexity into experience intelligence, which is the next frontier for the enterprise."

Delivering sustainable ROI at scale

PwC works with global leaders across all sectors and industries, and TheyDo supports enterprises including Johnson & Johnson, Ford, and Home Depot. Together, we're helping enterprises connect insight with measurable business performance, ensuring every experience-led investment delivers stronger, more sustainable ROI.