The competitive landscape has transformed, and leading organisations are adapting to new and distinct customer, consumer and citizen demands. These demands stem from the multiple challenges that customers are facing in today’s economy, like inflation, cost of living crises, and disruptive technologies, to name a few.
Therefore, understanding and meeting customers' current and future expectations has never been so challenging – or exciting.
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.
We are proud of the commitment KPMG has demonstrated in building a world-class Customer Experience Practice focused on advancing our client’s agenda to be customer-centric.
Our expert team of Customer and Digital consultants enable our clients to understand emerging trends, and how their organisations need to evolve to deliver human-centric experiences that are more connected, digital, and efficient than ever before.
Our local team of experts will support you end-to-end in your journey, leveraging our expansive global network of SMEs to benchmark outcomes, challenge thinking and mirror market leading practices. Our end-to-end Customer and Digital advisory services include:
Who are your customers? What do they want and need? How do they behave? What is driving their behaviour? Which propositions will succeed?
These strategic questions remain the same as ever, but traditional strategies fall short in today’s fast-moving, customer-centric world. We believe that a successful customer and digital strategy demands the use of sophisticated data analytics tools, large volumes of rich customer insight data and an agile, test-and-learn approach to new proposition development.
Our proven KPMG Customer Experience Method empowers clients of all sizes and sectors to define robust, sustainable Customer and Digital strategies. With KPMG’s expertise, you can ensure that your customer-centric Digital Transformation Strategy will be created based on leading global research and methodology, incorporating the view of your people, and translated into a strategy that is realistic, achievable, and tailored to your specific needs.
Global investments in customer experience technology and voice of the customer (VoC) programs are on the rise. However, many of these programs fall short in delivering tangible business outcomes. Often, they prioritise research over business impact, lacking the necessary authority to drive change. Organisations also grapple with challenges like data silos, outdated surveys, and reactive teams.
We pride ourselves in taking a vendor experienced perspective to help our clients find a VoC solution that best meets their unique needs. By aligning the right VoC strategy, technology, people, and governance, our approach builds upon best practice principles, and allows you to harness the voice of your customers to fuel holistic, data driven and impactful decision making.
Many organisations find that their investments in improving customer and employee experiences fail to generate clear outcomes or sufficient returns. It’s vital for organisations to not only respond to customer needs but understand their value to the business and how employees can be enabled to support their experience.
Our dedicated team of Customer and Digital SMEs help organisations map, prioritise and redesign key employee and customer journeys across channels, ensuring alignment with current and future needs. Using world class Journey design tools and methodologies, we integrate persona-specific experiences with critical business enablers, such as operational processes, technology requirements and data flows.
Additionally, we use our global network of cross-sector expertise by leveraging our KPMG Customer Experience Centre of Excellence, which research, analyses and maintains best practice worldwide.
Sustainable growth in a digital world hinge on recognising the power of the customer and ensuring the organisation is connected to deliver great customer experience. We support our clients in their Customer-led Digital Transformation through Agile programme delivery and support.
To ensure success, we leverage our proven Global KPMG Connected Enterprise method. Connected Enterprise is a customer-centric, Agile approach to digital transformation that connects the front, middle and back office. It focuses on various processes, functions, and relationships in the organisation to meet customer expectations, create value, and drive sustainable growth. We meet clients wherever they are on their Digital Transformation journey and apply our proven methodology with associated accelerators, to enable customer-centric, agile Digital Transformation.
Read our ‘Make the Connection’ report to learn how to put customers at the heart of your business.
To view our Global Connected Enterprise website, click here.
Our Customer Experience Report is grounded in 13 years of ongoing research and signals analysis. It covers 39 markets and c. 4000 brand reviews, highlighting key customer trends and brand experiences across the globe.
Contact our team of local experts to discover how we can accelerate your organisation’s transformation journey. We'd be delighted to hear from you.
Partner, Head of Management Consulting, Head of Banking and Capital Markets
KPMG in Ireland
