For the second consecutive time, KPMG has been recognised as a Leader – significantly improving our placement and achieving 2nd place - in The Forrester Wave™: Customer Experience Strategy Consulting Services, Q4 2024.
The Report states ‘KPMG’s CX practice has made significant financial investments to advance its AI capabilities and already broad industry expertise.
It stands out in its approach to pricing flexibility and transparency, with a team that manages the pricing process and is facilitating the growth of its performance-based contracts. Its talent strategy is fine-tuned to acquire, develop, and retain employees who support its ambitions’.
The Forrester Report also notes KPMG’s strengths in upfront analytics and insights generation from marketplace analysis, customer research, and its industry expertise supporting its downstream ability to create CX visions and business cases.
Its roadmap development is advanced relative to the market thanks to its visualisation tools that bring the roadmap to life, highlighting journey issues and supporting decision-making.
Customers of KPMG appreciate their deep industry expertise, as well as its ability to translate and apply best practices from other industries. Multiple customers were pleased with the level and speed of KPI improvement resulting from their engagements.
The Forrester Wave™ conducted an evaluation of customer experience (CX) strategy consulting services providers, and they identified the most significant ones and researched, analysed, and scored them.
