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      In a world shaped by artificial intelligence (AI), the human touch is essential.

      To grow, business leaders need to put customer needs, purpose and values at the heart of everything they do. To deliver operational excellence and lower costs, the potential of AI must be carefully balanced with doing right by colleagues, customers and regulators. Enterprises of tomorrow must digitally connect millions of people to achieve more together.

      KPMG Customer & Digital Advisory was created to deliver this vision. We help leaders across the front and middle office build high-performance functions powered by leading technology. We implement AI built on trusted data and secure cloud operations. Together, we digitally transform the world’s biggest brands, connecting enterprises and helping them compete in tomorrow’s markets.
       

      Salim Khelladi
      Salim Khelladi

      Director, Customer & Digital Transformation

      KPMG Switzerland

      KPMG: leading in customer experience – with a different perspective

      • Delivering projects from pencil to pixel

        In our Management Consulting practice, we bring together a multidisciplinary team with expertise in industry, experience, digital, data and enterprise IT transformations – covering the full spectrum, from strategy to implementation and risk management.

      • Global network

        We leverage our extensive network of global experts to provide cross-industry insights and innovations. The KPMG Nunwood Customer Excellence Center is the world’s leading repository of customer best practices. It is backed by 15 years of award-winning research on 4,500 brands.

      • Human- & value-creation focused

        We believe that Digital Transformation is a source of progress when designed by and for people. We dedicate our talent and best resources to helping you successfully manage change and unlock the full value of your investment.

      • Sector expertise

        Our solutions are grounded in our deep sector expertise across Life Sciences, Consumer Goods & Retail, Luxury and Industrial Manufacturing.

      Endless change, endless opportunity: understanding consumer expectations & addressing new realities

      Disconnected channels weaken customer impact

       

      Many businesses struggle to provide a seamless experience across physical and digital touchpoints. Fragmented customer journeys lead to frustration, lost loyalty and missed growth opportunities. As consumer behaviors evolve, organizations must rethink how they connect with – and serve – customers in an integrated way.

      KPMG supports clients in building cohesive, scalable customer engagement across three key pillars:

      • Products & services: Launch and promote new offerings with go-to-market support – from design to delivery.
      • E-commerce strategies: Define B2B, B2C and D2C models to reach customers through new digital channels.
      • Digital solutions: Identify and implement technologies that improve efficiency and enhance customer experiences.

      Poor data use limits customer value

       

      Many organizations collect data without a clear plan for managing or applying it effectively. Disconnected tools, unclear governance and untapped insights prevent companies from personalizing offers and improving performance.

      Transforming data into actionable insights is crucial for gaining a competitive advantage. 

      KPMG helps clients manage customer data from capture to insight, enabling better outcomes:

      • Voice of the customer: Use NPS, feedback tools and social listening to guide customer-centric decisions.
      • Customer and product data: Organize and segment data through CDPs, PXM and DAM systems to enable personalization.
      • AI & analytics: Apply predictive models and performance metrics to drive smarter actions at scale.

      Legacy front-office models slow customer response

       

      Traditional approaches to sales, service and marketing no longer meet the needs of today’s digital-first customers. Shifts in values, behaviors and expectations make it clear that outdated processes are insufficient. Success now depends on agile, data-driven front-office operations.

      KPMG helps businesses evolve their customer-facing functions with smarter tools and strategies:

      • Sales & service: Redesign models using automation and personalization to increase speed and impact.
      • Marketing & commerce: Build integrated, digital-first campaigns that connect across all touchpoints.
      • Tech enablement: Deploy CRM and analytics platforms that support connected, real-time decision-making.

      Navigating success: our proven approach

      To thrive in this new reality, enterprises must be more connected, digital and customer-centric than ever before. At KPMG, we bring together a multidisciplinary team of experts to support you in delivering your project – from pencil to pixel.

      • Know your reality with a maturity assessment

        To understand where your organization stands, we conduct a ‘health check’ to establish a clear baseline. We consider both operational performance and user insights to develop a holistic view of your organization.

        Using The Six Pillars of Experience Excellence, we help you understand your business requirements, cost drivers, risks and key challenges. 

      • Improve your customer experience across operations

        For the past 20 years, top offerings have been synonymous with positive customer experiences. The KPMG Six Pillars of Experience Excellence are the universal set of emotional drivers behind customer loyalty and advocacy and have consistently proven to be effective.

        We help you activate your customer strategies by enabling seamless, end-to-end experience journeys across your enterprise. To maximize value, we identify and target high-opportunity customer segments.

      • Connect marketing, sales and service

        Sales and commerce can no longer operate in silos. To succeed, these functions must be aligned across the business – and most importantly – with marketing and service.

        We help transform your business services into end-to-end organizations that are truly customer-focused. Connected. Powered. Trusted. and Elevate is KPMG’s suite of business transformation solutions designed to help our clients build a more productive and sustainable future.

      • Make technology work across your organization

        Agile and digital-first companies are best positioned to deliver seamless, end-to-end customer experiences. Transforming your organization in this way is a key step toward earning customer advocacy and driving new acquisitions.

        We help you determine when to activate – or retire – specific technologies to better serve customers while reducing operational costs. 

      • Align and empower your workforce

        Successful transformation is more than equipping frontline colleagues with advanced tools. It also requires adopting new ways of working and implementing systems that support a customer-centric culture.

        We collaborate with you at pivotal moments to empower your team to provide relevant and agile customer service.

      • Voice of the customer

        Our connected Voice of the Customer programs drive transformation initiatives and unlock growth opportunities by helping businesses focus on what matters most to their customers.

        We achieve this by combining a deep understanding of your business with advanced analytics capabilities. We integrate multiple data signals, link customer experience (CX) to financial value, leverage best-in-class technology to democratize insights and establish a strong system for change management.
         

      Your partner for every step of the journey

      These programs require a partner who is committed to every phase of the journey to be successful.

      At KPMG Switzerland, our team of Customer & Digital Advisory professionals has extensive cross-industry experience to help you reach your business and digital goals.

      Backed by a renowned global network of interdisciplinary experts, we are ready to stand by your side. 

      Contact our experts

      Meet our expert

      Salim Khelladi
      Salim Khelladi

      Director, Customer & Digital Transformation

      KPMG Switzerland