Insights led customer experiences

What we do
Our thinking
Our people

Customer advisory

Customer loyalty is more challenging to earn and maintain than ever before. In the digital age, failing to meet customer demands means they can quickly turn to a competitor. Your goal is to create exceptional customer experiences without sacrificing profitability, but success hinges on achieving sustainable growth through customer-centric thinking.

Our approach

We bring customer centered strategies, tools, and technologies to each engagement. We leverage the KPMG Six Pillars of Experience our framework for helping to ensure KPMG best practice guides customer experience transformation.

Customer-Centric Strategies

KPMG professionals can help you gain a deep understanding of your customers and market enabling you to build customer strategies to improve customer lifetime value (CX Economics). Our specilization in AI, generative AI (Gen AI), and machine learning enhances engagement and personalization for greater impact. No matter your starting point, we work with you to prioritize customer centricity across your business functions, orchestrating connections between them to foster frictionless, personalized, and consistent customer channels. We implement processes and technologies that can provide clear ways of working and end-to-end visibility of customer journeys. Through advanced technologies, efficient processes, and data insights we help you drive continuous engagement evolution to help you realize value and growth.

Future-Ready Focus

The future of customer experience lies in the convergence of emerging technologies, data-driven insights, and a customer-centric approach that retains the human touch. We focus on front offices that deliver on strategy and customer needs, leveraging advanced analytics and emerging technologies designed for seamless integration. We prioritize data privacy and AI ethics to build and maintain trust.

How we can help you

We offer a wide-ranging suite of services to help you achieve this vision. We aim to create seamless customer experiences across all touchpoints by focusing on strategy, front-office transformation, insights, and product lifecycle management. Here’s how:

Insight-Driven Customer Strategy, Experience Design, and Value Management

KPMG professionals can help transform your business with a commercially focused approach backed by robust financial analysis. By adopting both an ‘outside in’ and ‘inside out’ perspective, we develop innovative customer-centric solutions for consistent performance.

Front Office Transformation

With our alliance partners and global KPMG network, we help accelerate improvements in marketing, sales, service, and commerce to unlock new revenue streams. We can reimagine your business functions, products, and ecosystems, embedding continuous improvement. Using diagnostic capabilities, maturity frameworks and pre-configured target operating models, we help you embrace technologies such as AI and gen AI to enhance experiences, loyalty, and value.

Customer Insights and Value Management

We unlock customer data to provide actionable insights for informed decision-making. With experience in advanced analytics and AI, we connect customer data from multiple channels to enable customer-centric decisions. Implementing Voice of Customer (VoC) systems, we leverage both structured and unstructured data to drive personalized and consistent customer interactions.

Data-Driven Product Lifecycle Management

We utilize data and AI to help optimize product development, quality, and customer satisfaction at speed. Combining data-driven decision-making with agile test-and-learn methodologies, we can bring innovative products to market swiftly. Our Strategy and Customer team helps you explore new products, markets, and needs, execute product launches, and drive long-term product success.