Customer experience excellence

Placing customers at the heart of every business decision

Land customers through winning experiences. We believe that growth is achieved by placing customers at the heart of every business decision. Our team assists your organisation in operationalising customer-focused change, enabling you to stay ahead of the curve. Our sector knowledge is complemented by our customer-centric design expertise.

Our customer advisory team can assist you in developing a customer experience strategy that drives outcome-based performance, including

A thorough understanding of your customers, industry, and market

A detailed overview of your current customer interactions, highlighting which aspects are critical

A customer experience strategy and delivery model that aligns with your customers and delivers ROI

A tactical plan for your entire organisation to cost-effectively deliver at each touchpoint. Together, we help you create and implement personalised customer experiences that drive engagement, satisfaction, loyalty, and profitable growth.

Who is this for?

Our services are relevant for everyone from CEO to front-office, middle, and back-office transformation heads.

Challenge 1

I would like to capture the customer's pivotal moments of truth across all direct and indirect brand interactions.

Challenge 2

I would like to develop or refresh our go-to-market strategy from the perspective of channel partners or end-customers.

Challenge 3

I would like to take a customer forward view to enhance my middle and back-office processes, systems, and digital architecture.

Challenge 4

I would like to build user-centric digital platforms that deliver a consistent journey across all services offered.

Challenge 5

I would like to create an employee-centric workplace experience to maximise people and workspace productivity.

How can we help?

KPMG in India’s customer experience offers a customer-centric, tailored-by-sector approach to your organisation’s transformation. This helps to ensure that your processes are aligned and integrated across functions, with your people and partners collaborating to meet customers effectively and profitably on their terms

Whether your objectives involve enhancing experiences, introducing innovative products and services, driving operational cost efficiency, aligning workforces, or modernising technology, KPMG in India’s customer experience is dedicated to assisting you in achieving these goals.

Why KPMG in India?

Global Centre of Excellence

We have been researching customer experience excellence across countries since 2010, resulting in yearly publications on customer experience

Customer experience frameworks

We have proprietary services in areas such as connected enterprise, 6 pillars Nunwood^TM framework- which enables qualitative benchmarking of customer experience against best-in-class practices as well as prioritisation of business capabilities for enablement

Experience design studio

Our KPMG Discovery 2.0 tool is one of the world’s leading customer journeys mapping software, providing a repository for all journey maps across sectors

Partnerships and alliances

We have an extensive alliance portfolio for accelerated digital transformation across Architecture, Data, Cloud, Analytics & AI, and Quality assurance for enabling strategy, design, and implementation.

Our Offerings

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Voice of Customer (VOC)

As-is diagnostic, hypothesis building, survey questionnaire design, survey roll-out, in-depth interviews, raw data collation, insight dashboard, and prioritised action items.

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CX-led Go-to-Market (GTM)

Customer segmentation and persona design, current journey assessment, historic data analysis, competitor benchmarking, gap analysis, future journey design, capability mapping across people, process, and technology, GTM strategy and implementation roadmap.

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CX-led process enhancement

Internal assessment on ongoing processes, external view on process friction, competitor benchmarking, target process flow design, data/money/information mapping to target process flows, implementation strategy, value delivery office set-up, pilot roll-off, governance structure, progress monitoring and reporting.

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Digital platform strategy and set-up

Digital maturity diagnostic, tech architecture analysis, user journey analysis, capability benchmarking, prioritised list of digital initiatives, vendor evaluation and onboarding, wireframes design, business requirement documents development, testing and pilot run, Go-live calendar.

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Employee and workplace experience

As-is employee journey mapping, identification of process frictions, workshopping with key stakeholders, future journey design, initiatives across org structure, process flows, and technology support, implementation roadmap.

KPMG India - Connected experience framework

Transforming for a future of value

The KPMG suite of business transformation solutions help clients get to a more productive and sustainable future. The solutions are designed to address different client challenges and different parts of a business or a operating model. Each one contains rich insights and is underpinned by our leading transformation methodology.

KPMG digital transformation suite