Customer-Centric Transformation · PwC
PwC BXT (Business, Experience, Technology)
PwC BXT (Business, Experience, Technology) is a case interview framework for transformation, customer experience, digital innovation. Use when transformation is driven by customer experience and technology together
When to use it
Use when transformation is driven by customer experience and technology together
Where it fits
Best for customer-centric transformation and customer experience cases
How to use it in a case
Integrate three dimensions simultaneously: Business viability (financial model, strategy) → Customer/employee experience (journey, design, usability) → Technology feasibility (architecture, capability, investment). Find balance across all three.
- Business. Revenue model, economics, competitive advantage
- Experience. Customer journey, employee experience, design thinking
- Technology. Technical feasibility, architecture, capabilities needed
Case types
Transformation, Customer Experience, Digital Innovation.
Source: PwC.