KPMG International’s groundbreaking Customer Insights program identifies the complex drivers of choice that open and close the customer wallet. It details insights on how the seismic influences of continued technological disruption, erratic socio-political and economic shifts, and enhanced mobility are upending fundamental beliefs around what drives consumer behaviour.
At a time when poor customer experience can go viral in minutes, companies can live or die by the way they deliver services, respond to issues and manage customer expectations.
Based on extensive research and packed with practical insights, our 2017 report is essential reading for anyone who wants to understand how to use CX as a mechanism for superior profitability.
Customer experience remains a top priority for every forward-thinking telco. But delivering a seamless customer experience in an increasingly connected world is no simple endeavour. This report provides valuable insights and a deeper understanding of global best practices and key trends that will enhance the ongoing efforts of telco's to create a better customer experience.
How to provide value to customers. This has always been the challenge at the heart of every business.
Today many organisations find that they no longer understand the needs of their customers.
2:37 Video
by Adrian Clamp, Julio J. Hernandez, Martin Herbert
Discover how organisations are rising to meet the challenge of customer demands. Customer centric thinking challenges organisation models, creates fierce competition and is starting to disrupt the business landscape.
Brands are using augmented- and virtual-reality technologies to create memorable experiences for their customers. This offers the chance to reinforce a company's brand message and help it stay relevant in a crowded marketplace.
In the wake of Brexit and its economic impact, businesses look to protect themselves. They face tough decisions – many are making cost cuts – but they would be wise to pause for thought.
Insurance has traditionally been a transactional and commoditized sector where it is difficult to sustain customer engagement outside a claim or renewal. But insurers are acutely aware that it must change.
6 minute read
by Adrian Clamp
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