KPMG in India's front-office transformation offering is designed to help organisations deliver exceptional customer experiences and accelerate revenue growth. This approach focuses on transforming customer-facing operations across the entire journey—from acquisition to engagement, service, and loyalty—while driving measurable outcomes for businesses.
Transforming customer-facing operations while driving measurable outcomes for businesses
Our solutions enable businesses to create Digital Customer Experiences that enhance customer engagement through personalised interactions, optimise acquisition processes with advanced CRM systems, and deliver seamless digital commerce and customer service solutions. By connecting every touchpoint in the customer journey, we help organisations unlock new opportunities for growth and differentiation.
This front-office transformation is underpinned by advanced data and analytics capabilities, providing actionable insights to improve decision-making, drive cross-sell and upsell opportunities, and foster long-term customer loyalty. From strategic design to technology implementation and ongoing management, KPMG in India’s solutions offer a comprehensive approach to modernising customer-facing operations, empowering businesses to succeed in a dynamic market.
Digital sales and CRM
Our Digital Sales & CRM solutions are designed to transform the way businesses engage with their customers and manage their sales processes. From automating traditional sales workflows to enhancing lead management and opportunity tracking, our services enable seamless collaboration and streamlined sales operations.
By leveraging industry-leading CRM platforms, we empower organisations to deliver personalised experiences, strengthen customer relationships, and accelerate deal cycles. Whether you are in a B2B or B2C environment, our solutions are tailored to meet your unique sales needs, helping you achieve greater efficiency, improved forecasting, and higher revenue.
With a data-driven approach at its core, our Digital Sales & CRM offerings unlock actionable insights, enabling better decision-making and driving measurable growth.
Omni channel service
Our customer service solutions are designed to transform service delivery into a key driver of customer satisfaction and loyalty. By leveraging modern technologies, we enable businesses to provide consistent, responsive, and personalised support across all customer touchpoints, including chat, email, voice, and social platforms.
From implementing AI-powered chatbots and self-service portals to deploying omnichannel service platforms, our solutions streamline customer interactions and reduce response times. By automating repetitive tasks and enhancing agent productivity, we help organisations improve efficiency while delivering exceptional service experiences.
With our customer service solutions, businesses can foster trust, resolve issues proactively, and build long-lasting customer relationships, all while achieving measurable improvements in operational performance.
Digital commerce
Our Digital Commerce solutions help businesses create seamless and engaging online shopping experiences, driving customer satisfaction and revenue growth. From designing robust e-commerce platforms to integrating advanced features like personalised product recommendations and streamlined checkout processes, we empower organisations to stay competitive in the digital marketplace.
We enable businesses to optimise every stage of the customer journey, ensuring an intuitive and efficient experience across web, mobile, and other digital touchpoints. By leveraging cutting-edge technologies and scalable architectures, our solutions are designed to support evolving customer needs while delivering measurable business outcomes.
With a focus on enhancing customer engagement and maximising conversions, our Digital Commerce offerings are tailored to meet the demands of today’s dynamic and highly competitive online landscape.
Digital marketing
Our Digital Marketing solutions empower organisations to connect with their audiences at every stage of the customer journey, from initial awareness to post-purchase loyalty. By leveraging customer persona and journey mapping, we help businesses gain a deep understanding of their target audience, enabling tailored strategies that resonate with individual customer needs.
We manage the entire customer lifecycle—from Top of the Funnel (TOFU) activities like driving traffic through SEO, SEM, and social campaigns, to Middle of the Funnel (MOFU) strategies such as marketing automation and personalised engagement, and Bottom of the Funnel (BOFU) tactics like retention campaigns and loyalty programs. Our expertise ensures seamless integration across channels, delivering consistent and impactful messaging.
Additionally, our UI/UX design services enhance digital touchpoints, creating intuitive and visually compelling interfaces that boost customer satisfaction and conversion rates. By combining data-driven insights with cutting-edge design, we enable businesses to deliver personalised, engaging, and memorable digital experiences that drive measurable results.
Let me know if this captures your vision, and I’ll proceed with Digital Products!
CDP/ Customer and marketing analytics
Our CDP (Customer Data Platform) and Customer/Marketing Analytics solutions enable organisations to harness the power of data for deeper customer insights and smarter decision-making. By unifying data from multiple sources into a single, actionable view, we help businesses create a 360-degree profile of their customers, driving personalised engagement and targeted marketing strategies.
With advanced analytics capabilities, we empower organisations to measure the effectiveness of their marketing efforts, optimise campaign performance, and identify key opportunities for growth. From predictive modeling and segmentation to real-time analytics and campaign ROI tracking, our solutions are designed to maximise the value of every customer interaction.
By integrating CDP platforms and leveraging cutting-edge analytics tools, we enable businesses to better understand customer behavior, deliver hyper-personalised experiences, and drive measurable improvements across acquisition, retention, and loyalty strategies.
Digital products
Our Digital Products solutions enable businesses to conceptualise, design, and develop custom digital applications tailored to their unique needs. Leveraging enterprise platforms or modern development frameworks like React and Node.js, we bring agility and innovation to product development, helping organisations stay ahead in an increasingly digital world.
With proven expertise, we have built solutions like Channel Management Systems for CPG companies and Digital Lending Platforms for financial services. These are examples of our ability to create industry-specific, scalable, and user-friendly products that address critical business challenges.
From ideation to deployment, our approach combines deep domain expertise, robust technology frameworks, and modern development methodologies to deliver high-performing digital products. Whether enhancing customer experiences, streamlining operations, or addressing niche business requirements, we empower organisations to unlock new opportunities and achieve measurable success.
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Key Contacts
Adil Vazifdar
Partner and Leader Digital Platforms, Lead Account Partner Microsoft for KPMG in India
KPMG in India
