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

Sign up for monthly insights:

Social Thinking on Customer

by Blake Morgan

#B2B Digital Transformation 2020 bit.ly/31JbA7C

Posted an hour ago
by Forrester

As #differentiation gets difficult, CX becomes essential. At #CXSG, we’ll equip you with research and strategies th… twitter.com/i/web/status/1…

Posted 5 hours ago
by Forrester

Customers believe established brands are rigid and apathetic to customers. Are you working on behalf of your custom… twitter.com/i/web/status/1…

Posted 7 hours ago
by Blake Morgan

The 10 Keys To @Nordstrom 's #DigitalTransformation bit.ly/2WarE3j

Posted 8 hours ago
by Forrester

While #CX excellence remains elusive, the US CX Index 2019 shows signs of progress. Download our complimentary eBoo… twitter.com/i/web/status/1…

Posted 11 hours ago
by Forrester

Discover why the “M” in CMO is misleading in today’s dynamic market. forr.com/2RfFwUd #CMO #marketing #CGO

Posted 14 hours ago

This website uses cookies to provide necessary site functionality and improve your online experience. By using this website, you agree to the use of cookies as outlined in KPMG's online privacy statement.