KPMG Customer Thinking | KPMG

Customer Strategy

Me, My Life, My Wallet

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.

20 minute read
by Julio J. Hernandez, Willy Kruh
Customer Strategy

Competing for growth

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.

10 minute read
by Julio J. Hernandez
Customer Experience

The Connected Experience Imperative - 2017 UK Customer Experience Excellence analysis

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.

1 minute read
by David Conway, Tim Knight
Customer Experience

Still searching for a better customer experience

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.

15 minutes
by Andrew Matthews
Customer Strategy

The New Age of The Customer

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
Customer Strategy

What is a customer centric business?

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.

6 minute read
by Adrian Clamp
Digital Transformation

Can virtual reality help to create a memorable customer experience?

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.

4 minute read
by Vicki Joshi
Customer Experience

Make customers happy and help cut costs too

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.

9 minute read
by David Conway
Customer Experience

Insurance customer engagement in a digital world

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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Social Thinking on Customer

by Blake Morgan

Both patients and doctors want a better doctor-patient relationship. Here is how they can get it. #Healthcare #CX… twitter.com/i/web/status/1…

Posted 3 hours ago
by Forrester

Become proficient in six key components of a successful #CX program. From crafting a vision to making the business… twitter.com/i/web/status/1…

Posted 5 hours ago
by CMO.com

For Foot Locker, digital transformation has meant shifting its focus away from customer transaction value and towar… twitter.com/i/web/status/1…

Posted 5 hours ago
by Blake Morgan

In this week's #CustomerExperience Roundup, I cover @lufthansa suing one of their customers, the dangers of not own… twitter.com/i/web/status/1…

Posted 6 hours ago
by Blake Morgan

Glad my story of getting my identity stolen and used to scam customers can help someone else. Thanks Mike! twitter.com/mikefitz01/sta…

Posted 7 hours ago
by Blake Morgan

Toys 'R' Us Is Making A Comeback As Tru Kids -- With A Modern Customer Approach #CustomerExperience #CX #Retail… twitter.com/i/web/status/1…

Posted 8 hours ago

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