Customer experience

In today’s digital-first world, organizations that succeed are those that design experiences with purpose and value. At KPMG, our Client Experience (CX) Advisory leverages a globally developed framework to embed experience-centricity throughout digital transformation. This goes beyond digitizing touchpoints, ensuring seamless, consistent interactions across human and digital channels that balance customer value with operational efficiency.

In Luxembourg, our Customer Experience Management (CXM) Maturity Assessment revealed five core domains where top organizations excel – and where many still struggle. These are:

To deliver substantial and measurable value, technology and data must be core, not peripheral. Centralizing and structuring customer data through robust CRM systems provides organizations with the single view needed to personalize, predict and respond. For instance, Luxembourg companies still report using multiple tools, often in silos, which limits insight and slows action. Centralizing data and applying agentic or generative AI capabilities allows faster adaptation, smarter automation, predictive problem resolution, and richer customer anticipation.