The customer experience is what sets us apart from the competition. Holistic CX transformation, impact for business and IT, and the Autonomous Enterprise form the foundation for sustainable growth.
We design seamless customer journeys across marketing, promotions, sales, commerce, loyalty and service – with a focus on business value, scalability, modularity and compliance with standards.
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Marketing automation enables data-driven campaign delivery, audience segmentation and real-time personalisation across all touchpoints.
AI agents create content and build dynamic audiences – freeing up marketing teams’ time for strategy, creativity and measurable business results.
Services and Solutions
Intelligent promotion and pricing optimisation mechanisms dynamically tailor offers to the customer, channel and context.
AI-powered simulations and uplift analyses predict the commercial impact even before launch – enabling margins, conversion rates and the success of promotions to be maximised in a targeted manner.
Services and Solutions
Agentic Selling manages the entire opportunity lifecycle in a data-driven way – from lead qualification through to contract signing.
AI agents qualify opportunities, recommend the next best course of action, create quotations and forecast the pipeline. This gives sales teams the freedom to focus on building relationships and conducting complex negotiations – resulting in a higher win rate and increased revenue.
Services and Solutions
Composable Commerce is redefining the shopping experience – through personalisation, conversational shopping and intelligent product search.
AI agents guide customers throughout their entire journey, optimise purchasing decisions in real time and seamlessly orchestrate orders across B2B and B2C channels. The result: higher conversion rates, more satisfied customers and faster revenue growth.
Services and Solutions
Agentic Service is fundamentally transforming customer service – through autonomous case handling, intelligent support and proactive orchestration across all channels.
AI agents resolve routine enquiries end-to-end, summarise complex cases, retrieve relevant knowledge and seamlessly escalate them to experts. This increases the first-call resolution rate and service quality – whilst reducing the cost to serve and delivering noticeably faster and more personalised service.
Services and Solutions
Loyalty is evolving from a traditional rewards programme into data-driven relationship management.
AI agents predict customer behaviour, identify churn risks, personalise incentives and orchestrate the next best engagement across all channels and partner ecosystems. In this way, companies boost repeat purchases, customer loyalty and customer lifetime value – driving sustainable, profitable growth.
Services and Solutions
Data and analytics form a layer that underpins every customer interaction, every business decision and every autonomous workflow. Unified customer data, real-time insights and trustworthy governance create a vital foundation for engagement and personalisation throughout the entire customer lifecycle.
Services and Solutions
The company of the future benefits from seamless collaboration between humans and AI. AI agents enhance human capabilities, orchestrate end-to-end processes and continuously optimise decision-making throughout the entire customer lifecycle. With governance, trust and accountability ‘by design’, companies can scale AI responsibly – driving greater productivity, innovation and growth.
Services and Solutions
uccessful CX transformations require the right technology. Together with our strategic partners, we deliver solutions on the leading CX platforms – from SAP to Salesforce and Microsoft.
Identify CX opportunities. Prioritise business value.
Customer expectations are changing rapidly. This makes it all the more important to identify and prioritise opportunities throughout the customer journey.
In the Agentic CX Discovery Workshop, we identify and prioritise the most relevant CX use cases. Based on market trends, best practices and our project experience, we assess potential in terms of business value and feasibility.
CX, marketing, sales and service managers, as well as executives and digital, IT and architecture teams
Duration: 3–4 hours
Venue: At KPMG, at your premises or in collaboration with technology partners
A prioritised overview of the most relevant CX opportunities, along with concrete recommendations for the next steps in your CX transformation.
We turn customer experience into a driver of growth.
With leading strategic expertise, in-depth technical knowledge and the ability to deliver on a global scale, we support companies throughout their entire CX transformation journey. From strategy through to implementation and operations, you receive everything from a single source.
What sets us apart:
Partner, Consulting - Technology Transformation
KPMG AG Wirtschaftsprüfungsgesellschaft
